Job Description
The Customer Solutions Quality & Insights Analyst is a trusted subject matter expert that analyzes customer experience and assesses the quality of hub and field interactions. This position is responsible for calibrating and auditing frontline and/or leadership positions to ensure accuracy and compliance. Q&I Analysts review direct interactions and aggregate data to provide actionable feedback to various Operations and Support teams.
SKILLS/DESIRED QUALITIES
• Strong verbal and written communication skills
• Strong project and time management skills
• Ability to maintain productivity with minimal direct supervision
• Demonstrate Core Values and Leadership Principles
• Analytical, problem solving, outside-the-box and solution-oriented thinking
• Technical skills that include exporting/editing calls, eTalk/Qfiniti, Explore, Office 365, and organizing data collection plans
DUTIES & RESPONSIBILITIES
• Review and analyze Quality and compliance data to identify trends, provide recommendations, and facilitate ongoing feedback to internal teams
• Preform qualitative and quantitative analysis to understand and report on impactful trends to customer experiences and business targets
• Utilizes voice analytics software to find specific call types and create custom Qfiniti views
• Contribute to voice analytics projects that add business value
• Managing Operations survey-review and correction
• Conduct thorough and accurate audits of machine and Expert performance through call listening and observation
• Performs other duties and special projects as assigned
REQUIREMENTS
• Bachelor’s Degree or equivalent work experience in a relevant field
• Internal candidates must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans
• Minimum of 6 months previous experience in retail technology, sales, customer service, quality or related field preferred
• Microsoft Office Suite experience
• OpenText Qfiniti and Explore experience preferred
• Demonstrated ability to consistently achieve all performance metrics