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Customer Service Qc Analyst I - Customer Service

Company

Gannett
Address , Louisville, 40202, Ky
Employment type FULL_TIME
Salary
Expires 2023-07-22
Posted at 10 months ago
Job Description
Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.
Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand LocaliQ, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.
Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid.
To connect with us, visit www.gannett.com


Department Purpose

  • Evaluates customer interactions to provide feedback and recommendations for process improvements that impact performance and customer experience

Job Purpose

  • Responsible for monitoring customer interactions to provide feedback and recommendations for process and performance improvements

Duties and Responsibilities

  • Evaluate customer calls/chat messages to measure the effectiveness of process changes, training, and skills coaching
  • Generate audits to identify outliers in team performance or initiative impacts and report findings
  • Partner with leadership on pending initiatives to verify compliance and offer feedback and solutions for a cost savings outcome.
  • Identify process improvement opportunities
  • Generate call evaluations in Success KPI Conversation Analytics program to provide leadership with feedback to improve the customer experience
  • Responsible to generate root cause analysis and offer solutions to present for leadership
  • Audit reporting for agent outliers in center performance to help identify training opportunities for existing staff

Qualifications

These are the qualifications that are necessary for someone to be considered for the position.

Required Qualifications include:

  • Strong attention to detail, exceptional listening, and analytical skills
  • Demonstrated ability to work well in a team environment
  • Experience utilizing genesis cloud software
  • 1 year of call center customer care experience and/or quality experience preferred
  • Strong knowledge of customer care processes and techniques
  • Excellent communication skills both written and verbal required
  • Excellent organizational skills and ability to handle multiple tasks under deadlines

Reports directly to the Customer Service Supervisor


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Gannett Co., Inc. is a proud equal opportunity employer committed to building and maintaining a diverse workforce. As such, we will consider all qualified applicants for employment and do not discriminate in connection with employment decisions on the basis of an applicant or employee’s race, color, national origin, ethnicity, ancestry, citizenship status, sex, gender, gender identity, gender expression, religion, age, marital status, personal appearance (including height and weight), sexual orientation, family responsibilities, physical or mental disability, medical condition, pregnancy status (including childbirth, breastfeeding or related medical conditions), education, genetic characteristics or information, political affiliation, military or veteran status or other classifications protected by applicable federal, state and local laws in the jurisdictions where Gannett employs employees. In addition, Gannett Co., Inc. will provide applicants who require a reasonable accommodation, as a result of an applicant’s disability or religion, to complete this employment application and/or any other process in connection with an individuals’ application for employment with Gannett Co., Inc. Applicants who require such accommodation should contact Gannett Co., Inc.’s Recruitment Department at [email protected].