What does a great Quality and Client Experience Advisor do at Fiserv?
The Quality and Client Experience Advisor at Fiserv will serve as a pivotal player in driving the success of multiple programs by combining program management and data analysis expertise. This role focuses on ensuring operational efficiency, strategic alignment, and continuous improvement within the programs. Collaborating closely with stakeholders from various departments, the Advisor will build client relationships, utilize data-driven insights to optimize engagement strategies, and uphold program objectives. Additionally, the role involves supporting Service Level Agreement (SLA) management across the FI Group to maintain compliance and deliver high-quality service.
What you will do:
Assist in managing quality and client experience programs to ensure seamless execution of objectives.
Collaborate with project teams to develop and execute program plans, timelines, and budgets for timely initiative delivery.
Facilitate communication among cross-functional teams, clients, and stakeholders to manage expectations.
Support SLA management by monitoring performance metrics and ensuring adherence to established service levels.
Conduct comprehensive analyses of program data to identify trends, patterns, and areas for improvement, utilizing data for decision-making.
Develop and present actionable insights through detailed reports and visualizations informing program strategy and operational adjustments.
Create and maintain dashboards tracking key performance metrics, including SLA compliance, for ongoing evaluation of program effectiveness and impact.
Experience You'll Need to Have:
- 4+ years of program management, data analysis, or related field experience.
- Demonstrated project management and stakeholder engagement expertise.
- Strong analytical skills for interpreting complex data and generating insights.
- Exceptional communication skills for engaging diverse audiences.
Experience That Would Be Great to Have:
- Familiarity with financial technology products and services.
- Proficiency in data visualization tools and reporting software.
- Relevant certifications in project management (PMP preferred) or data analysis.
- Ability to thrive in a fast-paced environment and adapt to evolving challenges.
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