Call Center Qualily Analyst

1 week ago
ID
2017-7780
# of Positions
2
Work Location (City/State)
Whippany, NJ

Who We Are

GalaxE.Solutions

Every day, our solutions affect people throughout the world. From Fortune 100 companies to start-ups, GalaxE develops and implements strategic projects that are critical to the success of customers’ businesses and the lives of tens of millions of people.

 

For over twenty-five years, we have grown and evolved into a multi-national firm that employs over 2000 team members worldwide. But we’re not done evolving. It took collaboration and innovation to get here, and it takes collaboration and innovation to get where we (and our customers) want to be tomorrow.  

 

What does this mean for our employees? They have the security of an established company, with the benefits of working for a company where great minds, hard work, leadership and innovation are highly regarded and rewarded.

 

As Thomas Edison said, “There’s a way to do it better – find it”. We want our employees to find it.

 

We’re looking for creative people, with an entrepreneurial spirit, looking to work on awesome projects! Sound like you? Come work with us! Find out for yourself what it means to be part of the GalaxE team.

 

It’s not always easy, but important work never is. #WeAreGalaxE

 

Equal Opportunity Employer/Veterans/Disabled

What You Will Do

  • Ensure Quality Assurance programs support the Customer Center and embed a culture of empathy and exceptional customer service for care case management engagement.      
  •  Provide Quality Analysis of the customer experience.
  • Monitor telephone calls and other communications between The Customer and The Customer Care Center.
  • Analyze data, processes and workflows focusing on:
    1. Customer experience based on voice of the customer (VOC)
    2. Integrity of the payment process that includes adherence to established business rules.
    3. Efficiency and effectiveness of the Customer Care Center processes and workflows.
  • Develop reports, process maps and workflow templates following sound quality practices for data validation.
  • Ensure data is in a “client ready” state, ready to be report quality assessments to key stakeholders, clients and partners.
  • Perform documentation and maintenance of Quality Analysis policies, procedures, monitoring/interaction templates and standard operating procedures.
  • Ensure Quality Analysis documentation and maintenance is up-to-date and customer interaction standards are clearly measurable and all ensures consistency in practice.
  • Assess quality of customer interactions, summarize and aggregate data in standardized reporting templates.
  • Maintain documentation and related databases, ensuring they are up-to-date.    
  • Ensure provision of exceptional customer service required in customer care case management engagement.
  • Work in a matrix environment requiring strong collaboration skills.

Skills and Experience You Will Need

Required:

  • Experience in customer care or a call center environment providing Quality Analysis of the customer experience.
  • The ability to monitor, assess, score and analyze telephone calls and other communications between the customer and the call center team and then summarize and report on performance metrics
  • Develop reports, process maps and workflow templates following sound quality practices for data validation.
  • Perform Work in a matrix environment requiring strong collaboration skills.
  • documentation and maintenance of Quality Analysis policies ensuring that everything is up to date
  • Experience working in a start up like environment or the ability to  handle a work environment that doesn’t have all the SOP’s, metrics, etc. in place

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