Quality & Insights Analyst

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.

DESCRIPTION

The Customer Solutions Quality & Insights Analyst is a trusted subject matter expert that analyzes customer experience and assesses the quality of customer 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
• 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.
• Analyze qualitative and quantitative data using tools such as MS Pivot tables and crosstabs to identify performance improvement opportunities.
• Performs other duties and special projects as assigned.

REQUIREMENTS

• Bachelor’s Degree or equivalent work experience in a relevant field
• Minimum of 12 months previous experience in retail technology, sales, customer service, quality, or related field preferred
• Understanding of performance/ call center metrics
• Microsoft Office Suite experience
• OpenText Qfiniti and Explore experience preferred
• Knowledgeable in various information management platforms, including but not limited to – NICE, Verint, Playvox
• Aptitude in expressing ideas and presenting analysis, findings, and recommendations through clear and effective written and verbal communications
• Ability to adapt and prioritize projects with attention to detail in a dynamic environment