Fiserv

6 days ago

Bilingual Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Support Canada Operations by building and maintaining a scalable quality assurance program across retention, sales support, account management, concierge, and Level II customer service. Evaluate customer interactions (calls, cases, emails, and workflows), analyze results to uncover trends, gaps, and compliance risks, and translate insights into actionable coaching and training alignment. Create dashboards and scorecards to drive consistent service quality and customer experience improvements.

Location: Mississauga

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key 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 and learning alignment by documenting findings, recommending corrective actions, and partnering with Learning & Development.

Pay and Benefits

Salary: CAD 64,000 - 80,000 annually

Perks:Health InsuranceDentalVisionRrspPaid Sick

Key Requirements

•5+ years of experience in quality assurance programs for contact center, operations support, or customer service environments.
•5+ years evaluating customer interactions across calls, email, case management, and workflow processes.
•4+ years reporting and data analysis using Microsoft Excel, dashboards, and scorecards.
•4+ years in payments, banking, merchant processing, or financial technology operations.
•3+ years of quality metrics experience (e.g., AHT, FCR, QA scoring, CSAT, NPS) and English/French language support.

Experience:5+ yearsFintechPaymentsBankingCustomer serviceContact center

Skills:CommunicationAnalytical thinkingCoaching supportAttention to detailCollaboration

Languages:EnglishFrench

Tech Stack:Microsoft ExcelDashboardsScorecardsMicrosoft TeamsMicrosoft AccessCase management systemsSouth platform

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fiserv

Provides payments, processing services, risk management, and core banking technology to financial institutions, merchants, and businesses worldwide, enabling digital payments, account processing, and financial services integration.

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Brookfield, United States

Founded: 1984

Website LinkedIn

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Fiserv

6 days ago

Bilingual Quality Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Mississauga

Workplace: Onsite

Employment Type: Full time

Job Function: Quality & Regulatory (Non-Software)

Seniority: Mid level

Key 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 and learning alignment by documenting findings, recommending corrective actions, and partnering with Learning & Development.

Pay and Benefits

Salary: CAD 64,000 - 80,000 annually

Perks:Health InsuranceDentalVisionRrspPaid Sick

Key Requirements

•5+ years of experience in quality assurance programs for contact center, operations support, or customer service environments.
•5+ years evaluating customer interactions across calls, email, case management, and workflow processes.
•4+ years reporting and data analysis using Microsoft Excel, dashboards, and scorecards.
•4+ years in payments, banking, merchant processing, or financial technology operations.
•3+ years of quality metrics experience (e.g., AHT, FCR, QA scoring, CSAT, NPS) and English/French language support.

Experience:5+ yearsFintechPaymentsBankingCustomer serviceContact center

Skills:CommunicationAnalytical thinkingCoaching supportAttention to detailCollaboration

Languages:EnglishFrench

Tech Stack:Microsoft ExcelDashboardsScorecardsMicrosoft TeamsMicrosoft AccessCase management systemsSouth platform

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fiserv

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Brookfield, United States

Founded: 1984

Website LinkedIn