Quality & Insights Analyst

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