Technical Quality Analyst II

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

The Technical Quality Analyst II will be responsible for participating in the development and improvement of call monitoring formats and quality standards for Rheem NA CX, including 3rd party vendors; performing call monitoring and review of customer interactions; and providing performance data to CX supervisors, managers, and vendor management. This role utilizes the quality monitoring program to compile and track performance at individual, functional, and departmental levels, leverages VOC data for insights and targeted coaching, reviews and audits supervisor evaluations, and conducts regular calibration sessions.

This position will serve Rheem North America business, located in Montgomery, AL. This role follows our hybrid work arrangement with team members working in the office Monday through Thursday and remotely on Fridays.