Hybrid Quality Analyst II: Call Quality & Coaching

Rheem Manufacturing Company; Montgomery (AL); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Rheem Manufacturing Company in Montgomery, AL, seeks a Technical Quality Analyst II to support the North America CX program. The role focuses on developing and refining call monitoring formats and quality standards, reviewing customer interactions, and providing performance data to leaders and vendors.

This position follows a hybrid schedule with office Mondays–Thursdays and remote Fridays. The analyst will leverage VOC data for insights, participate in calibration sessions, and contribute to

Responsibilities

• Participate in development and improvement of call monitoring formats and quality standards for Rheem NA CX, including 3rd party vendors.
• Perform call monitoring and review of customer interactions.
• Provide performance data to CX supervisors, managers, and vendor management.
• Compile and track performance data at individual, functional, and departmental levels.
• Leverage VOC data for insights and targeted coaching.
• Review and audit supervisor evaluations.
• Conduct regular calibration sessions.

Job description

Rheem Manufacturing Company in Montgomery, AL, seeks a Technical Quality Analyst II to support the North America CX program. The role focuses on developing and refining call monitoring formats and quality standards, reviewing customer interactions, and providing performance data to leaders and vendors.

This position follows a hybrid schedule with office Mondays–Thursdays and remote Fridays. The analyst will leverage VOC data for insights, participate in calibration sessions, and contribute to