Quality Analyst

The Quality Analyst will maintain high levels of support quality across the team by conducting audits and analysis of omnichannel interactions, and identifying improvement opportunities to enhance service levels and the overall student and employee experience. They will perform thorough and objective evaluations of interactions based on predetermined quality metrics and guidelines, and collaborate with trainers and leadership to craft action plans aimed at improving agent performance and customer satisfaction.

Requirements

• Proficiency with ITIL, ServiceNow reporting, Agile and/or Scrum methodology.
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills
• Ability to work independently, analyze problems, and make decisions with minimal management intervention.
• Proactively involve key department teams when necessary
• Awareness of new and existing technologies, architectures, and best practice.
• Ability to diligently follow standards and best practices for many different coaching and development areas.
• Ability to manage multiple issues simultaneously in a high-pressure environment where change is common.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them.
• Ability to handle multiple tasks and/or projects and be able to multi-task effectively.

Benefits

• bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• up to 12 weeks of parental leave