Job Description

The Quality Analyst will play a pivotal role in driving quality excellence by monitoring Contact Centers and Backoffice, assessing quality levels, recommending procedural updates and training enhancements, and providing actionable insights through quality reports and feedback to Operations and other departments, ultimately informing a targeted action plan to achieve sustained quality improvement.

What you will be Doing

• Quality Audits and Monitoring
• Performs daily quality audits for FAM front and back office or with other correspondence.
• Conducts audits of the production activities of assigned group, e.g., Fraud or dispute investigation (Opened via call, document or falcon to fraud), chargebacks, merchant rebuttals, rejects, etc.

Performance Reporting & Insights

• Prepare and distribute timely and accurate quality monitoring reports, scorecards, and performance dashboards.
• Analyze audit findings to identify trends, recurring defects, process gaps, and improvement opportunities.
• Provide actionable recommendations to Operations leaders to improve performance and quality outcomes.
• Support root cause analysis and corrective action planning activities.

Quality Governance & Compliance

• Monitor adherence to the Quality Audit Plan and ensure completion of scheduled audits.
• Identify emerging risks and recommend enhancements to quality standards, procedures, and monitoring programs.
• Ensure consistency, accuracy, and compliance in audit evaluations and reporting.

Coaching & Continuous Improvement

• Partner with Operations leaders to provide meaningful quality feedback and performance coaching insights.
• Highlight developmental opportunities and recommend targeted training interventions.
• Support quality improvement initiatives focused on reducing defects, improving customer experience, and strengthening operational controls.
• Participate in calibration sessions to ensure scoring consistency and alignment across teams.

Training & Knowledge Management

• Assist in updating training materials, standard operating procedures (SOPs), job aids, and quality guidelines.
• Support training and onboarding activities as needed.
• Serve as a resource for quality-related questions and process clarification.

Stakeholder Collaboration

• Collaborate with Quality leadership, Operations, Training, and Business partners to drive quality objectives.
• Support projects and initiatives aimed at enhancing operational effectiveness and customer outcomes.
• Communicate quality findings, trends, and recommendations clearly to various stakeholder groups.

What you Bring

Education

• Bachelor's Degree in Business, Finance, Operations, Quality Management, or a related field preferred.

• 1–3 years of experience in Quality Assurance, Operations, Customer Service, Fraud, Disputes, Financial Services, Banking, Payments, or a related field preferred.
• Experience performing quality reviews, audits, or operational evaluations is advantageous.

Core Competencies

Analytical & Problem-Solving Skills

• Strong analytical mindset with the ability to identify trends, root causes, and improvement opportunities.
• Ability to interpret performance data and translate findings into actionable recommendations.

Communication Skills

• Excellent verbal and written communication skills.
• Ability to present complex information in a clear, concise, and professional manner.
• Comfortable providing constructive feedback to leaders and associates.

Organizational Effectiveness

• Strong planning, prioritization, and time management capabilities.
• Ability to manage multiple assignments and meet deadlines in a fast-paced environment.

Collaboration & Influence

• Ability to build positive working relationships across teams and functions.
• Demonstrated ability to support quality initiatives and influence process improvements.

Preferred Skills

• Intermediate to advanced Microsoft Excel skills.
• Experience with quality monitoring platforms, reporting tools, or speech analytics solutions.
• Knowledge of regulatory and compliance requirements relevant to Banking, Fraud, Disputes, or Payments operations.
• Familiarity with quality methodologies, root cause analysis, and continuous improvement practices.

Success Measures

The successful candidate will demonstrate:

• High audit accuracy and calibration consistency.
• Timely completion of quality reviews and reporting.
• Effective identification of quality and compliance risks.
• Meaningful contributions to performance improvement initiatives.
• Strong stakeholder partnerships and communication effectiveness.
• Support of a culture focused on quality, customer experience, and continuous improvement.

What we offer you 

• A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

• A broad range of professional education and personal development possibilities – FIS is your final career step!

• A competitive salary and benefits

• A variety of career development tools, resources and opportunities .

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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