Contact Center Quality Analyst

Fiserv

Quality Analyst monitoring customer calls, inquiries, and chat interactions for Fiserv, a global leader in Fintech and payments. Strengthening customer experience by evaluating service quality and compliance.

Posted 6/14/2026full-timeHagerstown • Maryland, New York • 🇺🇸 United StatesMid-LevelSenior💰 $45,600 - $57,000 per yearWebsite

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Hard Skills

quality assurancecall monitoringcustomer servicecompliance evaluationdocumentation accuracycall handlingresolution qualityperformance feedbacktrend analysiscoaching

Soft Skills

coachingcommunicationanalytical skillsobjectivityperformance improvementteam collaborationproblem-solvingattention to detailinterpersonal skillsadaptability

Tools & Technologies

VerintPower BISharePointMicrosoft OfficeClient360Inquiry PointSmart GuideRapport

Industry Keywords

contact center operationscustomer experience standardsquality monitoringcalibration sessionsmerchant servicessmall business (SMB)dispute workflowsscore clarification processesdocumentation requirementsmilitary experience

About the role

Key responsibilities & impact

Monitor and evaluate customer calls, written inquiries, and chat interactions using established quality standards and approved evaluation forms
Complete accurate quality reviews by documenting scoring decisions, required comments, supporting references, flags, remarks, and submission steps
Provide timely coaching to associates, including reinforcing expectations, explaining scoring decisions, and addressing performance gaps below established thresholds
Conduct recurring one-on-one coaching sessions with assigned associates to review results, discuss trends, answer questions, and support performance improvement
Partner with frontline leaders to review team quality scores, recurring trends, repeated opportunities, and recommended coaching or remediation actions
Participate in calibration sessions with quality peers and managers to promote consistent scoring, shared interpretation of standards, and alignment on evaluation expectations
Analyze quality results to identify trends, process gaps, and development opportunities that support coaching, training, and operational improvement
Maintain documentation, assignments, and supporting records in approved systems and shared repositories to ensure monitoring accuracy and reporting integrity

Requirements

What you’ll need

3+ years of experience in quality assurance, call monitoring, customer service, contact center operations, or a related operational support environment
3+ years of experience evaluating customer interactions for compliance, documentation accuracy, call handling, resolution quality, and customer experience standards
Experience using quality monitoring and reporting tools such as Verint, Power BI, SharePoint, Microsoft Office, or similar systems used for evaluation, documentation, and trend analysis
Ability to provide measurable coaching and performance feedback based on quality results, documented observations, and established standards
Ability to review voice and written interactions objectively and consistently against defined criteria, including authentication, disclosure, complaint handling, retention, and documentation requirements
Bachelor's degree in business, communications, operations, or a related field, or equivalent combination of education, related experience and/or military experience.
Experience that would be great to have:
Experience supporting merchant services, small business (SMB), or customer care operations
Experience using Client360, Inquiry Point, Smart Guide, Rapport, or similar internal service and research tools
Spanish bilingual skills
Experience supporting quality calibrations, dispute workflows, or score clarification processes

Benefits

Comp & perks

Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning including 401k match and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental and military leave.