About the role

Quality Analyst ensuring exceptional customer experience by evaluating interactions and conducting training. Driving continuous improvement and maintaining quality scorecards for customer service excellence.

Responsibilities

Facilitate classroom style training sessions as a primary responsibility including onboarding for new hires and ongoing departmental training
Evaluate quality on customer facing transactions including, but not limited to, calls, cases, incidents, returns, emails, and online chats for all areas
Perform skill gap trending analysis and provide feedback for department and role specific areas
Maintain/update training curriculum
Conduct monthly coaching sessions with coworkers to improve their areas of opportunity and reinforce positive behaviors
Respond to and track all customer complaints including, but not limited to, letters, surveys, social media complaints and customer loyalty surveys
Deliver summary of feedback, communicate progress and resolutions, analyze quality trends and deliver feedback to any assigned management teams
Provide training updates and ensure updates are communicated to the leadership team
Contribute to department resources by developing manuals and curriculum for onboarding new coworkers
Create, maintain, and analyze quality scorecards to monitor performance, identify trends, and guide coaching and training efforts
Assist coworkers and management as needed or in periods of high volume
Participate in process improvement initiatives that drive a solid balance of productivity and providing positive 'one touch' experiences for our customers

High School Diploma or General Education Degree
2+ years of experience facilitating group or classroom training in a corporate environment with a focus on onboarding and skill development
2+ years of customer service experience
Previous experience conducting group or classroom coaching/training in a corporate environment
Excellent verbal and written communication skills with the ability to effectively interact with and present to all stakeholders
Appropriately deliver both positive and constructive feedback to others
Balance competing priorities with the ability to adapt to the changing needs of the business while meeting deadlines
Work independently with little direction
Strong organizational and time management skills
Ability to quickly learn new applications and processes and put them into practical use
Possess creative problem-solving skills and take responsibility to resolve customer situations
Leverage extensive knowledge of policies and tools to guide team direction and improvements
Analyze information to solve ongoing problems and implements procedures and approaches to complete work
Experience designing or maintaining training materials and curriculum is preferred
Familiarity with quality scorecards or performance tracking tools to support coaching and development is a plus