Analyst I, Quality Management

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

What You Will Be Doing

Quality Audits and MonitoringPerforms daily quality audits for FAM front and back office or with other correspondenceConducts 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 dashboardsAnalyze audit findings to identify trends, recurring defects, process gaps, and improvement opportunitiesProvide actionable recommendations to Operations leaders to improve performance and quality outcomesSupport root cause analysis and corrective action planning activities

Quality Governance & Compliance

Monitor adherence to the Quality Audit Plan and ensure completion of scheduled auditsIdentify emerging risks and recommend enhancements to quality standards, procedures, and monitoring programsEnsure consistency, accuracy, and compliance in audit evaluations and reporting

Coaching & Continuous Improvement

Partner with Operations leaders to provide meaningful quality feedback and performance coaching insightsHighlight developmental opportunities and recommend targeted training interventionsSupport quality improvement initiatives focused on reducing defects, improving customer experience, and strengthening operational controlsParticipate 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 guidelinesSupport training and onboarding activities as neededServe as a resource for quality-related questions and process clarification

Stakeholder Collaboration

Collaborate with Quality leadership, Operations, Training, and Business partners to drive quality objectivesSupport projects and initiatives aimed at enhancing operational effectiveness and customer outcomesCommunicate 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 preferred1–3 years of experience in Quality Assurance, Operations, Customer Service, Fraud, Disputes, Financial Services, Banking, Payments, or a related field preferredExperience 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 opportunitiesAbility to interpret performance data and translate findings into actionable recommendations

Communication Skills

Excellent verbal and written communication skillsAbility to present complex information in a clear, concise, and professional mannerComfortable providing constructive feedback to leaders and associates

Organizational Effectiveness

Strong planning, prioritization, and time management capabilitiesAbility to manage multiple assignments and meet deadlines in a fast-paced environment

Collaboration & Influence

Ability to build positive working relationships across teams and functionsDemonstrated ability to support quality initiatives and influence process improvements

Preferred Skills

Intermediate to advanced Microsoft Excel skillsExperience with quality monitoring platforms, reporting tools, or speech analytics solutionsKnowledge of regulatory and compliance requirements relevant to Banking, Fraud, Disputes, or Payments operationsFamiliarity with quality methodologies, root cause analysis, and continuous improvement practicesThe Role will be Work From Office

Success Measures

The Successful Candidate Will Demonstrate

High audit accuracy and calibration consistencyTimely completion of quality reviews and reportingEffective identification of quality and compliance risksMeaningful contributions to performance improvement initiativesStrong stakeholder partnerships and communication effectivenessSupport 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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