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Quality Analyst

2 months ago

Coral Springs, United States Fiserv Full time

Our software engineers at Fiserv bring an open and creative mindset to a global team developing mobile applications, user interfaces and much more to deliver industry-leading financial services technologies to our clients. Our talented technology team members solve challenging problems quickly and with quality. We're seeking individuals who can create frameworks, leverage developer tools, and mentor and guide other members of the team. Collaboration is key and whether you are an expert in a legacy software system or are fluent in a variety of coding languages you're sure to find an opportunity as a software engineer that will challenge you to perform exceptionally and deliver excellence for our clients.

Full-time Entry, Mid, Senior Yes (occasional), Minimal (if any)

Responsibilities

Requisition ID R-10337995 Date posted 06/21/2024 End Date 07/07/2024 City Coral Springs State/Region Florida Country United States Location Type Onsite

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

Quality Analyst

What does a Bank of America Quality Analyst do?

You will monitor Bank of America Dedicated calls/emails 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 client and business partner interactions (calls & emails) monthly

• 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:

• Minimum of 2 years on-the-job phone center experience

• Experience with two or more call types/products/platforms

•Working knowledge of Microsoft Office Applications

•Excellent verbal and written communication skills

What would be great to have:

• Previous quality program experience

• Previous manager/coaching/training experience

• Experience with Verint and/or other quality recording tools

• Familiarity with Regulatory Requirements under the Bank Secrecy Act, USA Patriot Act, OFAC and other Anti-Money Laundering laws, rules, and regulations.

This role is not eligible to be performed in Colorado, California, District of Columbia, Hawaii, Maryland, New York or Washington.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

What you should know about us:

Fiserv is a global leader in payments and financial technology with more than 40,000 associates proudly serving clients in more than 100 countries. As one of Fortune® magazine's "World's Most Admired Companies™" 9 of the last 10 years, one of Fast Company’s Most Innovative Companies, and a top scorer on Bloomberg’s Gender-Equality Index, we are committed to innovation and excellence.

Our commitment to Diversity and Inclusion:

Fiserv is an Equal Opportunity Employer, and we welcome and encourage diversity in our workforce that reflects our world. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by law. 

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 business email address. We will not hire through text message, social media, or email alone, and any interviews will be conducted in person or through a secure video call. We won’t ask you for sensitive information nor will we ask you to pay anything during the hiring process. We also won’t send you a check to cash on Fiserv’s behalf.

If you see suspicious activity or believe that you have been the victim of a job posting scam, you should report it to your local FBI field office or to the FBI’s Internet Crime Complaint Center.


Benefits

Medical, Vision and Dental Benefits

Comprehensive benefit plans to suit your unique needs

Fuel Your Life Wellness Program

Resources to elevate your well-being

401k, Employee Stock Purchase Plans and Incentives & Bonuses

When Fiserv performs well, so does your financial health

Employee Resource Groups

Celebrating inclusion in the workplace

Paid Time Away

Providing the time off to manage personal needs