Quality & Insights Analyst

Job Description

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.

Skills / Desired Qualities

• Strong verbal and written communication skills
• Strong project and time management skills
• Ability to maintain productivity with minimal direct supervision
• Demonstrate Core Values and Leadership Principles
• 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 & Respons...