Quality & Insights Analyst

4 weeks ago

Mabalacat, Philippines Asurion Full time

Overview 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 & 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 Performs other duties and special projects as assigned Requirements Bachelor’s Degree or equivalent work experience in a relevant field Internal candidates must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans Minimum of 6 months previous experience in retail technology, sales, customer service, quality or related field preferred Microsoft Office Suite experience OpenText Qfiniti and Explore experience preferred Demonstrated ability to consistently achieve all performance metrics #J-18808-Ljbffr

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