Quality Analyst Lead, Shared Services

ABOUT THE JOB:

The Quality Analyst Shared Services will be responsible for evaluating and ensuring the quality of customer service interactions and operational processes across the organization. This role involves implementing quality control procedures, analyzing customer feedback, and supporting initiatives aimed at enhancing customer satisfaction and operational excellence, from anywhere in the company. S/he will execute all aspects of the WS customer experience program, including Net Promoter Score (NPS) program management and evolution. This person will partner with the Field, Operations, and other functional leadership and teams to drive improvements to consistent detractor issues.

WHAT YOU'LL BE DOING:

• Conduct market research and competitive analysis. Research about market trends, competitor analysis, and customer needs to assist in building a product roadmap.
• Develop and apply quality control processes to evaluate customer service and operational performance.
• Monitor and assess customer interactions across various channels to ensure compliance with quality standards.
• Manage relationship with NPS platform provider to ensure program design and implementation aligns with business objectives for program.
• Lead NPS monitoring and measurement, including regular communication with senior leadership on trends, wins, and opportunity areas.
• Lead development and socialization of actionable insights for Net Promoter Score (NPS) customer satisfaction program, including aligning data and insights across internal functions.
• Collaborate with cross-functional teams to drive a systematic approach that prioritizes consistent detractors from root cause to corrective action.
• Analyze NPS reporting to create marketing content that will positively address customer pain points to help drive customer experience, Portal usage, reduce inbound service calls and improve NPS score.
• Provide guidance on customer-related processes, including issue resolution and billing inquiries.

EDUCATION AND QUALIFICATIONS:

Required Education and Experience:

• High school diploma required; college degree preferred.
• Minimum 5 years of progressive customer service experience required.
• Minimum 3 years of quality experience required.
• Communicating product vision, collaborating with cross-functional teams, and influencing stakeholders.
• Ability to gather, analyze, and interpret data to make informed decisions about product strategy and development.

Required Skills and Abilities:

• Experience in developing and executing quality control processes. Strong analytical skills to assess customer feedback and service performance. Ability to collaborate effectively with various departments to enhance service quality. Time management skills. Experience in customer satisfaction survey/market research design, execution, and analysis. Growth mindset with a focus on continuous improvement.