Quality Analyst – ERT

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Conduct audits or evaluations encompassing quality audits, RCA scrubbing for CSAT/NPS, Resolution Rate, AHT, Cycle Time, Policy Adherence, and Ticket Closures.

• Ensure that established monthly or weekly evaluation targets are achieved.

• Review calls/interactions/transactions for assigned Teammates.

• Provide coaching to Teammates aimed at enhancing performance (specific to campaigns).

• Present performance reports for the assigned span on a daily, weekly, or monthly basis.

• Offer insights and basis audits for identifying training and briefing needs.

• Collaborate with Team Leaders (TLs) to facilitate team meetings focused on metrics improvement.

• Engage in strategic projects related to the campaign/LOB.

• Recognize and escalate potential quality issues in accordance with established procedures.

• Identify and report defects; confirm resolutions for identified defects.

• Propose process/system enhancements based on prevalent customer concerns.

• Fulfill additional responsibilities as assigned by management.

• Champion quality initiatives, contests, and campaigns for the designated span.

• Stay informed and act as a Subject Matter Expert (SME) for the campaign/LOB.

⛳️ Requirements

• A graduate in any field (preferred).

• Minimum of one year of experience as a Quality Analyst (preferred).

• Basic proficiency in Excel or Google Sheets.

• Strong problem-solving skills.

• Knowledge of basic quality tools, such as cause and effect, histogram, correlation, and others (preferred).

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) with company matching contributions.

• Paid time off including vacation, sick leave, and holidays.