Customer service Quality Assurance Analyst

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

The duties listed below are intended only as illustrations of the various types of work

that may be performed. The omission of specific statements of duties does not exclude

them from the position if the work is similar, related or a logical assignment to this

Provides technical support to the Customer Service Call Center quality assurance

program, which is designed to ensure an optimal, client-centric approach to District

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

• Uses customer service expertise to assess existing practices and procedures for


• process improvement opportunities with all Call Center teams and sites.


• 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.


• 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.


• Collaborates with Call Center leadership and training team members to identify and


• streamline processes and implement process standards that enhance service


• delivery and the customer experience.


• Assists with the design and successful delivery or workshops and training.


• Observes and complies with all District and mandated safety rules, regulations, and


• protocols.


• Performs related duties as assigned.

Originally posted on Himalayas