Customer Service Quality Analyst

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage Ten North America's QA (Quality Assurance) standards and processes.
• Manage the QA process to ensure calls and requests are monitored and scored on time each month within each team.
• Select calls, emails, and requests to be monitored each month (target will be set by Team Manager).
• Complete review of calls, emails, requests through internal system (Genesys call & screen recording).
• Document & score calls, emails and requests within the QA form and upload into Ten Data.
• If urgent attention is required, alert Lifestyle Manager, Training or Team manager of issue, and work with the Team Manager, Training or Allocator to ensure the action is delegated and completed on time.
• Guardian check of all outbound emails through Email Proof Reading inbox including reporting & coaching in real-time.
• Work with the training team to ensure all corporate program-specific expectations are understood and communicated to TMs, LMs and the rest of the Ops team.
• Manage initiatives & projects as they apply to quality such as Audits, homepage reviews, spot checks, email proof reading, SIP, etc.
• Train and coach new hires on CX best practices (i.e. Introducing QA, QA form, CX score, EPR).
• Assist lifestyle managers by answering questions within internal communication (i.e. team chats, emails, phone etc.).
• Lead on internal calibration sessions.
• Identify opportunities and work with the internal stakeholders to drive service improvements.
• Coach Team Managers and Lifestyle Managers on Ten & client requirements for service improvement and best practice.
• Contribute to a forum with Operations Manager and key stakeholders (would include client services, operational TM, Training, CX, Proposition) to identify and understand opportunities to improve (trends) within the business.
• Participate in Service Improvement meetings to prioritize the issues that will make the biggest improvements to service quality that will be noticed by the client and the member.
• Put solutions in place and assess the success of changes made through targeted quality audits.
• Lead on projects that improve the service across teams and schemes.
• Deliver training/coaching with a focus on practical learning, running group role-plays and test calls based on real-life scenarios if needed.
• Aid in creating new coaching techniques and programs to drive improvements.
• Lead call listening sessions with Clients.
• Prepare trend CX reporting (QA, EPR, etc.) in a format ready to present to internal stakeholders to enable them to drive informed and targeted service improvements initiatives.
• Report back to the business on your areas of responsibility and contribute to the ongoing review and documentation of best practice business processes and standards.
• Prepare and provide reporting to Lifestyle Managers and Team Manager on performance at individual or team level.
• Support Operations.
• Take calls/emails to cover lines, handle internal or external supplier issues, and create TTS (internal back office) when needed.
• Support that may vary from month to month based on business priorities.
• Adhere to escalation processes and communication to support internal CX team.
• Ensure complaints are managed within SLA and across individual teams.
• Assist in managing any complaints raised by corporate contacts, providing analysis and summarizing process changes following internal best practices for SLAs and communication.
• Lead efforts to decrease negative feedback and increase positive feedback by providing feedback to Lifestyle Managers and Team Managers to accurately record, enabling us to learn from mistakes and ensure improvements are made by all service delivery teams.
• Handle administrative support activities, which include, but are not limited to answering inquiries, maintaining calendar, distributing information and sending/receiving mail.
• Support Manager on Duty: may be required periodically.
• Support global or regional initiatives to enhance service quality or drive revenue efforts.

  BEHAVIORAL EXPECTATIONS

  • Role model the behaviors associated with our values: Member Focused, Trustworthy, and Pioneering.

  Requirements

  • Bachelor's degree or an equivalent combination of education and experience.
  • Minimum of 1 year of experience in quality assurance, preferably in a customer service or related industry.
  • Proven experience in a client-facing role, including leading and presenting in meetings.
  • Demonstrated coaching and training experience, either through managing teams or as a trainer.