Technical Quality Analyst II

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

Job summary

Rheem North America is seeking a Technical Quality Analyst II in Montgomery, AL to help develop and improve call monitoring formats and quality standards for CX, including third-party vendors.

You will monitor customer interactions, compile performance data for CX leadership, and leverage VOC insights for targeted coaching and calibration sessions to drive service excellence.

Qualifications

• Participate in development and improvement of call monitoring formats and quality standards.
• Perform call monitoring and review of customer interactions.
• Provide performance data to CX supervisors, managers, and vendor management.
• Leverage VOC data for insights and targeted coaching.
• Conduct calibration sessions and audits of supervisor evaluations.

Responsibilities

• Compile and track performance at individual, functional, and departmental levels.
• Review and audit supervisor evaluations.
• Collaborate with 3rd party vendors on quality measures.
• Support calibration sessions and ongoing quality improvement initiatives.

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.