Customer Service Senior Analyst
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Job Summary:
Under general supervision, the Senior Analyst is responsible for QA reporting and maintaining quality assurance monitoring software.
Job Expectations:
- Assist with implementation and training of quality assurance monitoring system.
- Assist with preparing/presenting weekly/monthly/quarterly process reports.
- Identify and report QA performance gaps for both in-house and outsourced contact centers.
- General resource for guidance and troubleshooting QA monitoring software.
- Coordinate with Marketing to test upcoming website promotions prior to them going live.
- Collaborate and validate regularly with Business Intelligence Team the accuracy of QA, productivity reporting information.
- Review and decision QA agent disputes.
- May handle special tasks or assignments pertaining to quality assurance and training.
- Own Zendesk administration for bug fixes and enhancement requests.
- Other duties, as assigned.
Knowledge, Skills and Abilities:
- A professional, positive, and enthusiastic attitude – customer-centric
- Bi-lingual (may be required) – English + other language
- Knowledge of customer service principles and practices
- Attention to detail and accuracy is a must
- Able to develop quality assessment reports for management
- Oral and written communication skills, strong interpersonal skills, and organizational abilities
- Ability to take initiative, maintain confidentiality, meet deadlines, and work in a team environment
- Ability to work independently, self-sufficient with minimal supervision
- Computer literate – Gmail, MS Office (Word, Excel, and PowerPoint)
- Advanced reporting skills
- Ability to type 40 WPM
Equipment Knowledge:
- Experience with NICE, Verint, eTalk, or other quality monitoring systems preferred
- Zendesk experience preferred
Experience Requirements:
Requires a minimum of one (1) year related experience, typically in a contact center environment. Experience with quality assurance a plus.
Education Requirements:
Associate’s degree in Business or related field preferred or a combination of education and equivalent work experience.
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