What does a Fiserv Quality Analyst do?
You will monitor Bank of America dedicated Associate calls and evaluate/coach Associates to deliver best-in-class servicing. You’ll also identify and address process trends and issues, quality reporting, calibrations, and process improvements. You are accountable for program results which include increased employee satisfaction, enhanced servicing, and reduced merchant attrition.
What you will do:
• Listen to, monitor, and evaluate specified number of Bank of America customer contacts (calls & emails) on a monthly basis
• Coach Associates on quality results
• Design/execute on process to address outlined issues and/or trends
• Review/analyze quality program data to identify areas for improvement
• Lead and/or actively participate in calibration process
• Work a flexible work schedule
What you need to have:
• High School Diploma-GED Equivalent
• Minimum of 1 year on-the-job phone center experience
• Experience with two or more call types/products/platforms
What would be great to have:
• Previous quality program experience
• Previous manager/coaching/training experience
• Experience with Verint and/or other quality recording tools
• Working knowledge of Microsoft Office Applications
•Excellent verbal and written communication skills
R-10369964
