Customer Care Quality Monitoring Analyst

BRIEF POSITION SUMMARY:

This role is responsible for focusing and ensuring our Customer Care team provides an exceptionally effortless personalized quality experience to our customers. This position will perform routine audits on all types of interactions, identify areas of improvement, celebrate successes, make recommendations, and coach associates to a higher performance as well as contribute to the overall customer service experience. In this role, the QMA will work closely with management of all levels to provide quality feedback and actionable reports to stakeholders for associate development and service improvement. The overall QM program is focused on associate coaching & development, communication, quality and accuracy, and improved customer service experience.

DUTIES AND RESPONSIBILITIES

• Evaluates all performance interactions and tracks ratings for associates in all positions that participate in the Quality Monitoring Program.

• Coaches associates to higher performance, mentoring existing peers and new supervisory team members to improve operational effectiveness, customer experience, increase product knowledge, quality and identify the most effective/efficient sources of information.

• Coaches and trains QA standards to current agents and onboard new hire classes.

• Coordinates and facilitates calibration sessions in efforts to align with leadership based on current landscape.

• Identifies individual and departmental performance improvement opportunities through trending call evaluations and makes recommendations to managers and/or training for appropriate follow up action to improve overall call center quality and the customer experience.

• Partners with management to address and resolve performance issues, as well as provide coaching as needed.

• Compiles and prepares internal and external quality reports for management staff review.

• Provides actionable data to various internal support groups as needed.

• Builds customer relationships via exceptional levels of service to ensure customer satisfaction and retention.

• Participates in design of call monitoring formats and quality standards.

• Develops /designs evaluation forms in support of company quality initiatives for each customer interfacing position and facilitates calibration of results based on the completed evaluation forms.

• Facilitates consumption of pertinent customer experience feedback and maintain case management process workflow to improve customer experience.

• Analyzes, models, and reports customer CSAT and NPS data to stakeholders at every level.

• Participation in special projects and performs additional duties as required

QUALIFICATIONS

What You Need:

• General bachelor's Certificate or the equivalent required.

• Excellent customer service skills required.

• Strong listening, writing, and oral communication skills are required.

• Strong computer skills, including Microsoft Office and Excel are required.

• Ability to work independently and multi-task is required.

• Ability to maintain confidentiality required. • Demonstrate strong attention to detail.

• Must be self-motivator and self-starter.

• Bilingual ability English and Spanish required.

Bonus Points If You Have:

• Minimum of five years of experience in a call center, customer service, or telephone sales role preferred.

• Minimum of one year of coaching, team lead, or supervisory experience preferred.

• Minimum of one year of experience in quality monitoring is preferred.