Customer Care Quality Analyst

POSITION PURPOSE:
Under general direction, this position is responsible for supporting the total quality methods, processes and procedures for the Customer Care division. This position will help support preserve service excellence through: monitoring and assessing customer interactions of Customer Care Representative: documenting performance strengths and weaknesses using a Quality Management System; highlighting immediate compliance issues; assisting in generating standard process measurement reporting; and developing quality guidelines and procedural manuals. The analyst performs Quality Assurance audits on phone calls and emails. The analyst reviews and grades customer contact events for accuracy, compliance to policies and procedures, and observable soft skills. The analyst may also provide measurements to help gauge the customers overall level of satisfaction with the contact event.

ESSENTIAL POSITION FUNCTIONS:
1. Performs call monitoring and assessment of Call Center Representatives for inbound calls and emails.

2. Participates in call calibration exercises.

3. Participates in internal listening sessions.

4. Assists Senior Manager of Quality in providing standard weekly and monthly reporting within predetermined reporting parameters.

5. Provides regular feedback to Customer Care Leadership regarding call trends or compliance issues that may arise.

6. Works with Quality Leadership to continually define Quality Assurance guidelines.

7. Responsible for ensuring internal and external customer interactions are handled in compliance with established procedures and standards.

8. Become a subject matter expert in all business segments.

9. Offers suggestions for process improvement to foster exceptional customer experience.

10. Assists with the creation and updating of procedure/training manuals.

11. Maintains overall objectivity in supporting consistent and superior customer service.

12. Demonstrates accuracy and thoroughness.

13. Identifies way to improve and promote quality.

PERIODIC OR SECONDARY POSITION FUNCTIONS:
1. Serve on various committees and project teams

The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.

COMPETENCIES:
14. Strong listening and analytical abilities.

15. Ability to conduct statistical analysis.

16. Excellent interpersonal, oral and written communication skills.

17. Strong customer service skills

18. Ability to work with all levels of the organization.

19. Strong PC skills

20. Ability to manage multiple tasks

21. Understanding of call center metrics, tools and technologies.

22. Strong collaboration and reporting skills.

23. Capable of providing constructive feedback and call coaching

24. Ability to maintain a high level of professional engagement

EDUCATION and/or EXPERIENCE:
1. Associates degree or equivalent experience

2. 1-3 years’ experience in a call center or Customer Service

3. Efficient in MS Office Suite (Outlook, Word, Excel, Power Point)

PHYSICAL DEMANDS:
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally sedentary, with no specific need for physical coordination or effort. The employee is regularly required to see, talk and hear. May require physical effort associated with using the computer to access information, or occasional standing, walking, lifting needed to carry out everyday activities. May assist in minor maintenance duties and other activities.

Some travel may be required.

WORK ENVIRONMENT:
The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Tasks do not expose employee to physically unpleasant or hazardous conditions.

TRAINING/ORIENTATION:
A training development plan will be created and customized to the individual.