Quality Management Analyst in Clearwater, FL at PODS

Date Posted: 9/16/2021

Job Snapshot

Job Description

JOB SUMMARY- Quality Management Specialists

 

Quality Management (QM) Analyst is accountable for assessing the quality of the customer experience performance of our Sales and Service Center associates.  The Quality Management Analyst use ‘voice of the customer” intelligence captured across multiple channels to engage customers more effectively.  Results from QM directly impact decisions on products, services, and processes.   This individual will evaluate all the attributes of a customer interaction, including voice conversations, and associated screen data, text-based interactions, speech analytics and video, right from a single screen.   They will also tie analytics, coaching, scorecards, and training together to assist associates with developing and extending their skills.

 

 

 ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Efficiently select and evaluate large numbers of interactions across communication channels based on business relevance, employee performance, and customer input.
  • Utilize omnichannel interaction player to capture the full associate experience with speech analytics categories, emotions, keywords, interaction tags, annotations, screen recording, and applications used by associates.
  • Review associate interactions and activities conducted on and off the phone.
  • Proactively identify and share interaction types that are elevating or disrupting the quality of experience for our customers.
  • Facilitates quality coaching with associates and supervisors to support and drive performance expectations, including areas of improvement, of the business.
  • Maintain subject matter expert level in all aspects of the Quality Management and Sales and Service Center processes and ensure alignment with the customer satisfaction, customer experience and training.
  • Continually sharpen the saw by taking inbound calls a minimum of 8 hours per month.
  • Regular interaction with leadership to provide feedback and recommended changes to achieve the required customer satisfaction and associate satisfaction metrics.
  • Trend and communicate quality information for process/performance improvement.
  • Develop and maintain professional relationships with Supervisors and Customer Experience Leads.
  • Facilitate weekly calibration sessions with assigned supervisors while participating in internal calibrations to ensure alignment.
  • Facilitate QM Overview to new hire training to set a standard of expectations of the quality process, reviews, and evaluation.

 

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

 

  • High School Diploma or equivalent
  • Minimum 3 - 5 years of experience working in a contact center environment; Prior experience as a customer service representative required
  • Experience with cloud-based contact center technology including quality auditing, speech and behavior patterns analytics preferred
  • Monitoring form proficiency (scoring/definitions/use) preferred
  • Knowledge and understanding of quality process preferred
  • Understanding of sales/CS process and requirements (process, targets, metrics) preferred
  • Strong written and verbal communication skills required
  • Excellent interpersonal and organizational skills required
  • Critical thinking and problem resolution skills
  • Attention to detail
  • Bi-Lingual is a plus
  • Ability to meet deadlines
  • PC and software skills-working knowledge of Microsoft 365 Suite
  • Possess math analytics sufficient to perform required duties or, equivalent combination of education, training, or experience

 

PHYSICAL REQUIREMENTS

 

  • Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
  • Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
  • Ability to hear and verbally communicate using a telephone handset and/or connected headset device.

 

 

WORKING CONDITIONS

  • Regular business hours. Some additional hours may be required including Saturdays/Sundays; required to work overtime as needed.
  • Climate-controlled office environment during normal business hours.
  • Regular attendance and punctuality required
  • May be subject to pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy
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