Quality & Call Monitoring Analyst II – Hybrid

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

Job summary

Rheem in Montgomery, AL is seeking a Technical Quality Analyst II to help develop and improve call monitoring formats and quality standards for Rheem NA CX, including third-party vendors. The role involves monitoring customer interactions, reviewing performance data, and supporting calibration sessions to drive coaching.

This hybrid position aligns with the team in Montgomery, with on-site work Monday through Thursday and remote Fridays.

Qualifications

• Experience with call monitoring and quality standards development.
• Ability to analyze customer interactions and extract actionable insights.
• Experience with calibration sessions and supervisor evaluations.

Responsibilities

• Participate in development and improvement of call monitoring formats and quality standards.
• Perform call monitoring and review of customer interactions across teams and vendors.
• Provide performance data to CX supervisors, managers, and vendor management; support coaching.

Skills

Call monitoring

Quality assurance

Data analysis

VOC insights

Job description

Rheem in Montgomery, AL is seeking a Technical Quality Analyst II to help develop and improve call monitoring formats and quality standards for Rheem NA CX, including third-party vendors. The role involves monitoring customer interactions, reviewing performance data, and supporting calibration sessions to drive coaching.

This hybrid position aligns with the team in Montgomery, with on-site work Monday through Thursday and remote Fridays.