On-Site Customer Experience QA Analyst (Indy)

Koorsen Fire & Security; Indianapolis (IN); On-site; USD 55,000 - 75,000; Full time

Job summary

Koorsen Fire & Security is seeking a Quality Assurance Analyst to join the Customer Experience / Success Team in Indianapolis, on-site. Responsibilities include monitoring calls, compiling performance data, and driving process improvements with branch managers.

Ideal candidates will have strong written and verbal communication skills, proficiency in Microsoft Office, and a commitment to continual education.

Qualifications

• Must pass drug and background screenings.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Perform call monitoring and provide feedback to representatives and the management team.
• Compile monitoring data to track performance at a team and individual level.
• Forward actionable process opportunities to branch managers for follow-up/resolution.
• Deliver appropriate soft skills training to Koorsen employees when needed.
• Organize data for management reports focusing on Customer Experience components: soft skills, process opportunities.
• Interact with customers, vendors, and co-workers in a professional manner.
• Open willingness to continual education.
• Demonstrate an understanding of and follow all safety regulations and practices.
• Follow all Koorsen policies, procedures, and core values.
• Any other duties deemed appropriate by management.

Skills

Communication

Tools

Microsoft Office

Job description

Koorsen Fire & Security is seeking a Quality Assurance Analyst to join the Customer Experience / Success Team in Indianapolis, on-site. Responsibilities include monitoring calls, compiling performance data, and driving process improvements with branch managers.

Ideal candidates will have strong written and verbal communication skills, proficiency in Microsoft Office, and a commitment to continual education.