Contact Center Quality Analyst

Fiserv•Hagerstown, MD

13h•Onsite

About The Position

As a Quality Analyst, you will evaluate customer interactions across calls, inquiries, and chat to measure service quality, compliance, and documentation accuracy. You will work closely with associates, managers, training partners, and quality peers to deliver coaching, identify trends, and improve performance consistency. Your work helps strengthen the customer experience, reinforce quality standards, and support operational excellence across customer care.

Requirements

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
Must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.

Nice To Haves

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

Responsibilities

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

Benefits

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