Technical Quality Analyst II

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

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.