Customer Experience QA Analyst & Coach

Value1; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Value1 is seeking a dedicated professional to support the Customer Service Call Center quality assurance program. The role involves analyzing incident data, emails, voice clips, and customer surveys to identify areas where service delivery fell short of standards.

Responsibilities include coaching sessions to address deficiencies, providing actionable feedback to leadership, and collaborating to streamline processes and share best practices across sites.

Qualifications

• Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites.
• Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities.
• Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training.

Responsibilities

• Provides technical support to the Customer Service Call Center quality assurance program.
• Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance.
• Performs mock calls with new hires after training has been completed to determine quality and readiness.
• Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service.

Job description

Value1 is seeking a dedicated professional to support the Customer Service Call Center quality assurance program. The role involves analyzing incident data, emails, voice clips, and customer surveys to identify areas where service delivery fell short of standards.

Responsibilities include coaching sessions to address deficiencies, providing actionable feedback to leadership, and collaborating to streamline processes and share best practices across sites.