On-Site QA Analyst - Customer Experience Champion

KOORSEN FIRE & SECURITY INC.; Indianapolis (IN); On-site; USD 26,000 - 41,000; Full time

Job summary

KOORSEN FIRE & SECURITY INC. in Indianapolis, IN is seeking a Quality Assurance Analyst - Customer Experience for an on-site role at our corporate location. The position offers hourly pay and growth opportunities, with a focus on monitoring calls and driving customer excellence.

You will compile performance data, share actionable feedback with management, and help deliver soft-skills training while upholding safety regulations and Koorsen policies.

Qualifications

• Strong written and verbal communication skills.

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 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.

Job description

KOORSEN FIRE & SECURITY INC. in Indianapolis, IN is seeking a Quality Assurance Analyst - Customer Experience for an on-site role at our corporate location. The position offers hourly pay and growth opportunities, with a focus on monitoring calls and driving customer excellence.

You will compile performance data, share actionable feedback with management, and help deliver soft-skills training while upholding safety regulations and Koorsen policies.