Client Service Quality Analyst I (Fully Remote in OH or CA)

About the position As the leading innovator in Vehicle-to-Government (V2Gov) technology, reputed company is transforming the way vehicles, businesses, government, and drivers interact with one another. reputed company provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in reputed company 50 states and across multiple locations - reputed company on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the reputed company platform is reimagining how drivers, businesses and governments interact with vehicles. reputed company has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, reputed company, Ohio, Oregon, Pennsylvania, and Virginia. Job Summary The Client Service Quality Analyst I is responsible for the quality of agent's phone and ticket evaluations, while maintaining accountability for performance and coaching to the desired goals. This position will evaluate and analyze the quality of agent interactions with clients to identify trends and coaching opportunities for optimizing future performance. The Client Service Quality Analyst 1 ensures quality and consistency of Client Service agents through continual review, feedback and on-the-job coaching, training, and development. Listens in on calls, recordings and/or other client interactions to evaluate the Client Service agents' skills in dealing with clients and accuracy and effectiveness of information or advice provided to clients.

Responsibilities

• Performs call monitoring and recording and/or review of client processes.
• May engage directly with Client Service agents to provide specific coaching or training.
• Defines and recommends improvements reputed company to call handling.
• Gains familiarity with Client Service Quality concepts, practices, and methodologies.
• Reviews and contributes to the team's process for call and case management.
• Reports on the team's and individuals' reputed company against selected metrics and performance measures.
• Provides timely feedback to team members based on daily quality reviews.
• Learns and applies company Client Service Quality's processes and procedures.
• Assists with special projects as assigned.
• Other duties as needed or required.

Requirements

• 1+ years Quality Assurance experience OR 2 years work experience.
• Must possess effective communication and process management skills.
• Demonstrated ability to reputed company in a collaborative team environment with peers and stakeholders.
• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power reputed company and reputed company) required.
• Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.

reputed company-to-haves

• College degree preferred or commensurate work experience.
• Ability to identify problems and initiate corrective actions and preventative actions.
• Perceptual and analytical problem solving relating to removal of obstacles.
• Manage routine questions relating to quality processes and procedures.
• Follow up skills. Ability to manage and respond to multiple open issues.
• Able to work independently with little direction and multi-task while being extremely productive and timely.
• Identify, initiate, and implement process improvement projects.
• Knowledge of the Effortless Experience concepts and skills.
• Ability to reputed company Root Cause Analysis on performance issues reputed company to quality.
• Knowledge and/or expertise in speech analytics such as reputed company.

Benefits

• Healthcare Coverage for you and your family covering Medical, Dental & Vision
• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Generous PTO
• Pet Insurance
• Retirement Planning
• ID Theft Insurance
• Life and Disability Insurance
• Commuter Benefits
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement

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