Calling all innovators – find your future at Fiserv.
We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.
Job Title
Bi-Lingual Quality Analyst
What does a successful Bi-Lingual Quality Analyst do?
You will play a critical role in designing, implementing, and maintaining a comprehensive Quality Program that supports Canada Operations teams, including Retention, Sales Support, Account Management, Concierge, and Level II Customer Service.
What you'll do:
- Provide individualized coaching to team members by reviewing quality findings, identifying performance gaps, and guiding staff on actionable steps to improve accuracy, compliance, and overall service delivery.
- Identify performance trends, process gaps, and training opportunities through regular analysis of quality results.
- Deliver clear, accurate dashboards, scorecards, and reports to leadership and frontline teams.
- Partner closely with the Learning & Development Facilitator to align quality insights with training needs.
- Participate in on‑the‑job training (OJT) for new hires by providing quality feedback, example scenarios, and live support.
- Collaborate with subject matter experts and operational leaders to maintain consistency and accuracy in processes.
- Support continuous improvement efforts by recommending solutions that enhance customer experience and operational effectiveness.
- Serve as a resource for quality‑related questions and provide guidance to internal teams.
Experience you’ll need to have:
- High school graduate/GED.
- Bi-lingual (English/French) language
- 3 years of experience in quality assurance, operations support, training, or related customer‑facing roles.
- 3 years of experience in payment industry operations, banking, merchant processing, or technology.
- Strong understanding of client operations, process excellence, and key metrics (AHT, FCR, QA scoring, CSAT/NPS).
Experience that would be great to have:
- Bachelor’s degree in business, operations, or a related field.
- Experience with South platform and related systems.
- Familiarity with quality platforms, evaluation tools, dashboards, and reporting systems.
- Experience supporting or developing quality programs, performance trends, or operational process improvements.
How you’ll work:
This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
This role requires the use of a computer and audio equipment.
Sponsorship:
Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.
Benefits at Fiserv:
Fuel Your Life wellness program with activities and rewards to support total well-being
Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
Recognition through Living Proof, with points redeemable for merchandise and gift cards
Eight Employee Resource Groups to build connection and inclusion
RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
Comprehensive extended health care and vision benefits, plus dental coverage
Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
Company-paid Short-Term Disability and Long-Term Disability income protection
Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits
Salary Range:
$62,400.00-$78,000.00
Thank you for considering employment with Fiserv. Please:
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Diversity and Inclusion:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
