Client Service Quality Analyst I

Job Summary

The Client Service Quality Analyst I is responsible for the quality of agent's phone and ticket evaluations, while maintaining accountability for performance and coaching to the desired goals. This position will evaluate and analyze the quality of agent interactions with clients to identify trends and coaching opportunities for optimizing future performance.

Key Responsibilities

• Performs call monitoring and recording and/or review of client processes.
• Engages directly with Client Service agents to provide specific coaching or training.
• Defines and recommends improvements related to call handling.
• Gains familiarity with Client Service Quality concepts, practices, and methodologies.
• Reviews and contributes to the team’s process for call and case management.
• Reports on the team’s and individuals’ progress against selected metrics and performance measures.
• Provides timely feedback to team members based on daily quality reviews.
• Learns and applies company Client Service Quality’s processes and procedures.
• Affords assistance with special projects as assigned.

Minimum Qualifications And Experience Required

• 1+ years Quality Assurance experience OR 2 years work experience.
• Must possess effective communication and process management skills.
• Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
• Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.

Preferred

• College degree preferred or commensurate work experience.
• Ability to identify problems and initiate corrective actions and preventative actions.
• Perceptual and analytical problem solving relating to removal of obstacles.
• Manage routine questions relating to quality processes and procedures.
• Follow up skills.
• Able to work independently with little direction and multi-task while being extremely productive and timely.
• Identify, initiate, and implement process improvement projects.
• Knowledge of the Effortless Experience concepts and skills.
• Ability to perform Root Cause Analysis on performance issues related to quality.
• Knowledge and/or expertise in speech analytics such as Observe AI.

Compensation

The hourly range for this position is: $22 - $24
Final compensation for this position will be determined based upon the applicant’s relevant experience, skillset, education, location, business needs, market demands, and other factors as permitted by law.