Bilingual Quality Analyst

Job description

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 Bilingual Quality Analyst About your role: 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. What you’ll do: 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. Responsibilities listed are not intended to be all-inclusive and may be modified as necessary. Experience you’ll need to have: 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. Experience that would be great to have: 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. 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. Travel: Approximately 0% travel off-site or to other office locations is expected. 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 Note: Benefits may vary based on province, role, and eligibility, and are governed by the applicable plan documents. Salary Range: $64,000.00-$80,000.00 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.