Role and Responsibilities
These will include telephony and non-telephony based activities
Must be able to identify trends for either a particular analyst or an entire team and be able to coach to that trend. May be asked to do one on one training for analysts, as well as train new and existing members of the Quality team.
Will also be asked to work on independent projects as requested by management.
Coordinates and leads calibration and joint monitor sessions across Operations and clients to ensure consistency.
QUALIFICATIONS AND EDUCATION REQUIREMENTS :
Educated to minimum A’ level standard or equivalent experience required
Experience leading qualitative assessments, monitoring, conducting walkthroughs and framework based assessments, and controls testing.
Experience leading outcome driven activities and challenge sessions
Experience leading a dynamic team
High level of problem solving skills
Experience with advanced quality programs such as Six Sigma. Knowledge of Statistical Analysis, Six Sigma and Total Quality Management principles are preferred.
Able to self-direct work with limited supervision to meet performance requirements.
Will have direct supervisory responsibility
This position requires independent judgment and leadership in making decisions and interacting effectively and positively with all levels of colleagues, business partners, and customers.
Presentation to Senior Management and attendance in Operations team meetings or client / Alliance led planning or review sessions will be required
Strong verbal and written interpersonal and communication skills, particularly at senior or external levels
Ability to drive process improvements and framework based assessment standards, evolve MI and reporting standards and drive evolving technology dependencies and improvement
Proficient in the use of MS excel, word, PowerPoint, Teams and Visio
Learn more about Fiserv : Life moves fast. And as it does, we know most people aren’t thinking about financial services But we are.
We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.
We’re Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today.
The company’s approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.
Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World’s Most Admired Companies for the sixth consecutive year, we are committed to excellence and purposeful innovation.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.