Quality Assurance, Reporting & Operations Analyst

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 Quality Assurance, Reporting & Operations Analyst

Role Overview

The Quality Assurance, Reporting & Operations Analyst is responsible for supporting collections operations through quality assurance, business analytics, reporting, compliance oversight, and operational administration. This role monitors customer interactions and issue resolution processes, provides coaching and performance feedback, develops and automates reports and dashboards, analyzes business trends, and delivers actionable insights to leadership. The position also supports agency placements, payment processing, bankruptcy administration, vendor management, account validations, UCC filings, workflow distribution, and other operational functions.

Working closely with operations leadership, reporting teams, business partners, third-party vendors, and executive stakeholders, this individual serves as a key resource for driving process improvements, ensuring compliance, improving operational efficiency, and supporting strategic business decisions through data-driven analysis.

Drive operational excellence by combining quality assurance, reporting, analytics, compliance, and operational support functions to improve performance, enhance decision-making, strengthen customer outcomes, and support organizational growth.

What will you do :

• Monitor and evaluate collection calls, customer interactions, and issue resolution activities to ensure compliance and quality standards.

• Provide coaching, feedback, and recommendations to improve agent performance and customer experience.

• Create, maintain, and automate operational reports, dashboards, KPI scorecards, forecasting models, and executive reporting.