Continuous Monitoring Analyst at Leidos, an industry leader in digital and mission innovations. Adapting strategies to outpace competitors while ensuring mission success.
About the role
- Quality Monitoring Analyst at Reckitt ensuring customer service excellence and compliance across consumer contact channels. Responsible for quality monitoring and coaching specialist performance in a hybrid work environment.
Responsibilities
- Monitor contact channel engagements for assigned team using appropriate tools to ensure engagements are scored according to Quality Standards
- Enter all scores and documentation into Salesforce & Level AI quality monitoring forms in a timely manner
- Ensure all specialists receive the appropriate amount of quality monitorings per week based on supervisor discretion and business needs
- Assist in implementation of AI Quality Analytics tool and ensure data is clean and accurate
- Provide trend analysis for specialist performance and voice of the consumer
- Provide feedback and insight into coaching plans that improve individual and departmental quality
- Partner with team and training teams to ensure quality needs are identified and addressed
- May be required to complete additional tasks assigned by management
Requirements
- Bachelor’s Degree preferred
- Minimum of 3 years’ experience working in sales, marketing, or consumer service
- Effective time management skills
- Demonstrated ability to be self-managing
- Demonstrated ability to provide constructive feedback and coaching for performance
- High quality written, verbal and listening skills
- Proven ability to multi-task, prioritize in fast paced environment and demonstrate results
- Highly flexible to changing business needs; team player
Benefits
- Health insurance
- Prescription insurance
- Dental insurance
- Vision insurance
- Life insurance
- Disability insurance
- Paid time off for vacation
- Paid time off for sick
- Paid Company recognized holidays
- 401(k) plan
- 16-week paid parental leave for birthing parent
- 26-week paid parental leave for birthing parent
- Adoption support
- Fertility support
- Tuition reimbursement
- Discounts
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