Customer Experience Quality Analyst

The Quality Analyst position is responsible for assisting with developing and supporting the planning, design, and execution of the CX departments policies and procedures. They will do this by observing inbound and outbound verbal and written interactions with customers and analyzing the data collected. They will be analytical by nature and able to absorb, process, and summarize large data sets. They will have a strong understanding of the overall business while also maintaining superior attention to detail. They will need to communicate to every level of the organization from front-line employees to the executive leadership team. They will need to have the ability to provide balanced and consistent feedback to large teams of up to 25 individuals. A process improvement mindset is imperative for their success as well as the success of the organization.

Duties / Responsibilities:

• Ability to gather and work with multiple datasets

• Will be able to mine data for trends or discrepancies and make recommendations based on conclusions

• Work with other stakeholders and departments by sharing conclusions and provide potential solutions on how to improve the customer experience

• Superior attention to detail is essential while reviewing large numbers of evaluations of contact center associates

• Prioritize issues that yield the biggest impact to the success of the business which may not always align with evaluation forms or dashboards

• Diligently complete specified quotas for evaluations and coaching sessions while remaining vigilant in identifying business trends that need corrections

• Possess and build a strong business acumen with a thorough understanding of our products, policies, procedures, department and company goals, contractual SLAs, values, etc.

• Advanced communication ability both verbally and in writing as they will be expected to communicate with internal and external stakeholders at every professional level

• Be empathetic to both associates and customers alike with the ability to understand the customer’s frustration and although the associate may have underperformed in a specific instance, ensuring that they feel understood and engaged

• Maintain an optimistic manner of conducting analysis, highlighting and celebrating positive moments and achievements while positioning opportunities in a manner that is engaging and motivational

• Excellent coaching skills; supporting their observations with facts, providing suggestions for improvement, and providing praise when appropriate

• Ability to think outside of the box to create actionable tasks to be used by associates with proven and sustainable results

• Continuously evaluates current processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers

• Provides metrics and performance feedback with regular coaching to each team member assigned to them

• Works on special or ongoing projects important to area/process improvement

• Operate as an effective team member by supporting colleagues and contributing to the overall team and business objectives, delivery, and achievement

Required Skills / Abilities:

• Must be very organized and take the initiative, attention to detail, strong time management and multi-tasking skills an asset

• Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures.

• Proficient in problem solving and analysis

• Interpersonal skills: Effective verbal and written communications and the ability to work/collaborate effectively with others.

• Ability to maintain calm under pressure

• Great team player

• Experience using Microsoft Office (Word and Excel) and ability to pick up innovative technology solutions quickly and effectively.

• Ability to collaborate with others on projects and/or special assignments

• Protect organization’s value by keeping information confidential

Education and Experience:

• Bachelor’s degree in Business Administration or similar work experience

• 3+ year’s relevant experience