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Deanna Jackson

@deannajackson

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Senior Quality Analyst and Product Specialist improving merchant payments through QA.

United States

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What I'm looking for

I’m looking for a role where I can own quality audits, root cause analysis, and process improvement in merchant payments. I want to collaborate cross-functionally, use data to reduce operational risk, and help deliver a consistently better client experience.

I’m a results-driven Quality Analyst and Product Specialist with 15+ years of experience in merchant services, client support, and payment processing. I focus on accuracy, compliance, and exceptional service delivery while strengthening client trust through consistent, high-quality outcomes.

In my current role, I perform quality audits on Product Specialist and Activation Group calls to ensure accuracy and compliance for merchant services payment processing. I also conduct trend analysis on inspection data to identify patterns, risks, and performance gaps, then translate findings into actionable feedback.

I lead root cause analysis initiatives to support continuous improvement, and I use data-driven insights to support operational enhancements and process evolution. I’m known for analytical thinking, strong communication, and cross-functional collaboration that improves team performance and client outcomes.

Previously, I managed high-volume inbound and outbound merchant communications, handled issue resolution and troubleshooting, and delivered onboarding, education, and training. I also led merchant onboarding by activating, programming, and testing POS systems, and supported implementation, deployment, and diagnostics across multiple teams.

Experience

Work history, roles, and key accomplishments

Quality Analyst

Fiserv

Jul 2019 - Mar 2026 (6 years 8 months)

Performed quality audits on Product Specialist and Activation Group calls for merchant services payment processing to ensure accuracy, compliance, and service delivery. Conducted trend analysis and led root cause analysis to drive continuous improvements and actionable feedback.

Quality Assurance Auditing Trend Analysis Root Cause Analysis Compliance Payment Processing Process Improvement

Product Specialist

Fiserv

Sep 2017 - Jul 2019 (1 year 10 months)

Managed high-volume inbound and outbound communications to support relationship managers, bankers, sales teams, and merchants. Resolved merchant issues, analyzed processing environments for efficiency and cost opportunities, coordinated equipment troubleshooting/replacement, and delivered onboarding and training.

Customer Support Technical Troubleshooting Payment Processing POS Support Merchant Onboarding Account Management Documentation Client Training

Activation Group Coordinator

First Data Merchant Services

Apr 2012 - Sep 2017 (5 years 5 months)

Led merchant onboarding by activating, programming, and testing POS systems and providing technical training to new merchants. Supported implementation and deployment projects and assisted with diagnostics and troubleshooting across teams.

Merchant Onboarding Technical Training Diagnostics Troubleshooting Deployment Process Support

PACT Representative

First Data Merchant Services

Jan 2011 - Apr 2012 (1 year 3 months)

Executed outbound campaigns for system conversions and compliance updates while ensuring adherence to current processing and compliance standards. Performed merchant system diagnostics, downloads, and equipment configuration, and delivered training to support efficiency, compliance, and adoption.

System Conversion Compliance Support Diagnostics Merchant Training Data Downloads