Quality & Insights Analyst

Role Overview

• Conduct call/interaction monitoring evaluations on Expert’s calls using current Quality program guidelines.
• Review data and interactions to support the ongoing maintenance of AI-driven tools.
• Conduct thorough and accurate audits of machine and expert performance to identify trends and needed enhancements.
• Create appropriate documents that provide traceability for others to determine readiness, work-around processes, and modifications needed in toolsets.
• Communicate and document any known issues or risks and escalate to leadership as appropriate.
• Present results in a clear, concise, and compelling manner.
• Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business.
• Conduct an audit of the auditor evaluation, which rates the initial auditor’s adherence to the Quality program standards.
• Evaluate a minimum number of interactions daily, based on set standards for interaction type.
• Research escalated customer complaints and provide readouts to Operations or Client Services.
• Adhere to Expert and customer privacy expectations.
• Attend relevant new hire training classes to inform Experts of the Quality process.
• Contribute to quality scorecard evaluations used in monthly, quarterly, and annual performance reviews.
• Interface closely with Quality Manager and Quality Coach to champion required projects to successful completion.
• Participate in weekly calibration sessions and relevant trainings to stay informed of any client changes.
• Host listening sessions with Quality, Operations, or Client Services.
• Provide readouts on Quality performance per Line of Business (LOB).
• Support additional work efforts for other departments, including phone time, detractor callbacks, and special projects to understand the voice of the customer.
• Perform other duties and special projects as assigned.

Requirements

• 6 months+ hands-on experience in a technical contact center environment.
• High-energy and a desire to work in a results-oriented, fast-growth environment.
• Superior quantitative skills, analytical skills, and a passion for achieving practical business and customer impact.
• Ability to effectively prioritize tasks to meet deadlines.
• Strong understanding of Generative AI technologies and their applications preferred.
• Bachelor’s degree in business or a related field preferred. Equivalent relevant work experience may be considered in lieu of degree.
• Must have prior call center and customer service experience.
• Bilingual (English/Spanish or English/French) is a plus.
• Demonstrated ability to consistently achieve all performance metrics, including overall call performance, issue resolution, quality, and compliance.
• Proven track record of good attendance and ability to consistently maintain attendance percentage at or below expectation.
• Must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans on file.
• Possesses working knowledge of Microsoft Windows, Apple OSX, Android, iOS, Windows Phone, BlackBerry OS, and Microsoft Office.
• Excellent verbal and written communication skills, along with the ability to interact with internal and external parties at various levels within the organization.
• Intermediate to advanced typing skills required.

Tech Stack

• Android
• iOS

Benefits

• Health insurance
• 401(k) matching
• Paid time off
• Professional development opportunities