Bilingual Quality Analyst

Fiserv•Mississauga, ON

8d•CA$64,000 - CA$80,000•Onsite

About The Position

At Fiserv, we help clients move money and information with efficiency and confidence. As a Bilingual Quality Analyst, you will support Canada Operations teams by building and maintaining a scalable quality program across Retention, Sales Support, Account Management, Concierge, and Level II Customer Service. This role focuses on evaluating customer interactions, identifying performance trends, and translating findings into actionable insights that strengthen service quality, compliance, and customer experience.

Requirements

5+ years of experience in quality assurance programs for contact center, operations support, or customer service environments.
5+ years of experience in evaluating customer interactions across calls, email, case management, and workflow processes.
4+ years of experience in reporting and data analysis using Microsoft Excel, dashboards, and scorecards.
4+ years of experience in payments, banking, merchant processing, or financial technology operations.
3+ years of experience in quality metrics and service performance standards such as AHT, FCR, QA scoring, CSAT, and NPS.
3+ years of experience in workflow and collaboration tools such as Microsoft Teams, Microsoft Access, and case management systems.
3+ years of experience in English and French language support in a customer-facing or operations environment.
3+ years of equivalent combination of educational background, related experience, and/or military experience.
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.

Nice To Haves

Bachelor’s degree in Business, Operations, or a related field.
Experience with South platform and related systems.
Experience with quality management platforms, evaluation tools, and reporting systems.
Experience supporting onboarding or on-the-job training for new hires.
Experience identifying process improvement opportunities in service or operations environments.

Responsibilities

Develop, implement, and maintain a quality assurance program for Canada Operations teams and align review practices with offshore and vendor Quality Analysts.
Conduct quality evaluations of calls, cases, emails, and workflow activities across multiple customer support functions.
Analyze quality results to identify trends, process gaps, compliance risks, and training opportunities.
Create and distribute dashboards, scorecards, and reports for leadership and frontline teams.
Support coaching activities by documenting quality findings, identifying performance gaps, and recommending corrective actions.
Partner with Learning & Development to align quality insights with training content and on-the-job support for new hires.
Maintain quality standards in line with policy, process, system, product, and program changes.
Collaborate with subject matter experts and operational leaders to improve consistency, accuracy, and customer outcomes.

Benefits

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