Quality Assurance Analyst - Customer Experience

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

Becoming the leader in the fire and security industry takes talent-yours. We are looking for a Quality Assurance Analyst - Customer Experience / Success Team in Indianapolis, IN,to join our best-of-the-best team as we drive the industry forward and pursue excellence in everything we do. If you're up for the challenge, we want to hear from you!

At Koorsen, we don't provide jobs; we provide careers. A career at Koorsen includes competitive pay, a great health package, an annual bonus program, life insurance, continuous learning offerings, 401k, paid holidays, generous PTO, tuition reimbursement, career growth opportunities, and much more.

This is an on-site role at our corporate location in Indianapolis, Indiana. Relocation assistance is not provided.

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 KFS 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

Required:

• Pass drug and background screenings
• Strong written and verbal communication skills
• Proficiency working in Microsoft Suite: Outlook, Word, Excel

Physical Demands:

• Must be able to sit for long periods of time
• Must be able to effectively use standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines
• Must be able to perform some repetitive motions while using a computer
• While performing the duties of this job, the employee is regularly required to talk or hear

Hiring Process (in addition to an interview):

1. New hires must complete the I-9 Verification form within 3 days of hire. This form is required by the U.S. Department of Justice and Immigration and Immigration and Naturalization Services. It is used to verify your identity and right to work in the United States. In addition, we verify employment eligibility via E-Verify.
2. All Positions require background checks with criminal courts, state and county repositories of criminal records, and the Department of Motor Vehicles.
3. A test for Evidence of Substance Abuse by urinalysis test is required if this application results in an offer of employ

8:00 am - 4:30 pm (Monday - Friday)