Customer Service Quality Policy Analyst I - Remote Eligible

Quality Monitoring Program Administration

Responsible for the administration of the quality monitoring program and quality assurance escalations for Service Delivery/Contact Centers. Creates, reviews, and finalizes quality documentation and guidance materials. Aids in the training of new resources. Implements quality monitoring process, solicits client feedback, reviews metrics, and discovers opportunities for process and quality improvement.

Uses discretion in resolution of quality assurance escalations from the client or internal personnel.

Reviews, provides feedback, and contributes to policy documentation and guidance materials based on experiential knowledge and understanding of client requirements and Business Process Outsourcing (BPO) operations.

Identifies opportunities for improvement based on client feedback.

Identifies when behavioral guidelines are breached, provides corrective guidance to BPO, tracks issue to ensure it is remedied, and ensures project leadership is aware.

Analyzes client surveys, creates reports, and delivers survey feedback and analysis to BPO.

Reviews, approves, and delivers quality-related training for BPO Quality Assurance personnel.

Reviews metrics to ensure call quality standards are being met with respect to timeliness and resolution.

Supports deployments by drafting and implementing test scripts for service rehearsal testing.

Maintains professional and technical knowledge in the field by reviewing professional resources and benchmarking best practices. May be required to participate in educational workshops and information sessions.

Provides guidance in interpreting policies and quality standards.

Minimum Qualifications

• Bachelor's Degree or equivalent relevant experience.
• 2-5 years of relevant experience in quality monitoring in a Service Delivery/Contact Center environment.

Other Job Specific Skills

• Strong written and verbal communication skills
• Ability to tailor communications to multiple audiences/entities
• Excellent analytical, organizational, time-management, and multi-tasking skills
• Reporting analytics experience
• Experience with project administration and meeting multiple deadlines
• Experience in customer service quality and/or help desk
• Strong organization and time management skills
• Experience with quality management program or training team
• Experience with customer service applications
• Experience with metrics reporting