Sr. Quality Analyst

What does a great Sr. Quality Analyst do?

As a Sr. Quality Analyst, you will analyze inspection data, conduct trends analysis, and identify root causes of trends. You will work on both simple tasks/minor projects as well as major projects in a team environment and with minimal supervision. Reporting to the Quality Supervisor, you will audit chargeback and dispute cases to ensure we are following the Value of achieving for excellence to take care of our clients.

This position is important and required to ensure that we take care of our clients as well as their cardholders. This directly follows our

Values of earning client trust every day and creating with purpose. You will contribute to efforts small and large!

Responsibilities

• Coach and mentor department associates, leaders, and colleagues on the Quality team
• Maintain a consistent culture of best practice development
• Make recommendations to implement changes in our continuous efforts to improve processes
• Provide input to assist with or lead special projects
• Conduct inspections, prepare required documentation, and interpret basic analytical data
• Conduct monthly audits of assigned analysts
• Hold touchpoint meetings with department leaders
• Occasional interactions with clients to review Quality processes, scores, and coaching opportunities
• Depending on the platform, you will handle charge offs, letter checks, or new item checks
• Write and update policies of the Quality team as needed
• Conduct daily real-time checks on all analysts
• Identify trends for a particular analyst or team and coach on that trend
• Document defects in spreadsheets and present results to leadership in a timely manner

Basic Qualifications

• High school diploma or equivalent
• 2-4 years of experience or Quality background
• Knowledge of Regulation E and Regulation Z
• Knowledge of chargeback/dispute process
• Knowledge of Visa and/or Mastercard operating regulations
• High Quality scores from being a chargeback analyst
• Proficient in Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint)

Preferred Skills

• Intermediate computer skills (40 WPM minimum)
• Strong problem-solving skills
• Strong decision-making skills
• Strong, effective communication skills (written and verbal)
• Ability to work in a collaborative team environment
• Ability to work individually
• Ability to prioritize workload

Benefits

• Health. Medical, dental, vision, life insurance, and disability options

• Flexibility. Flex scheduling eligibility after 180 days of employment, hybrid work arrangements

• Work/Life Balance. Paid time off

• Family Time. Parental bonding leave

• Retirement. 401(k) plan with company matching

• Education. Tuition reimbursement, internal eLearning training and development portal

• Investment. Employee Stock Purchase Plan

• And more!

Fiserv is a global leader in fintech and payments for over 35 years serving thousands of financial institutions and millions of businesses in more than 100 countries. Our

Purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do as we process over 40% of the world’s debit and credit transactions.