Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:
• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO
Vision Statement
Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.
Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.
The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.
Position Overview
The Quality Assurance Analyst occupies an important role by providing expert observations and data on the performance of Resultsâ Associates against customer experience standards. CX Analysts are experts in Results and Customers standards, supplying meaningful, trended behavioral observation to assist operations and training in continually advancing our service offering.
Duties and Responsibilities
- Utilizes CallMiner to conduct daily transaction monitoring of Results Associatesâ calls based on risky calls or low scored calls with the aim of helping Operations in driving the consistency of an excellent customer experience to maintain brand promise and loyalty
- Reviewing the Customer Experience Data set and providing analysis into deeper behavioral factors driving impact in the interaction
- Responsible for clear and concise documentation and analysis of calls through automated recording system to identify employee performance, call center trends and to determine customer satisfaction levels.
- CX Alerts â Issues Alerts on Associate behaviors and compliance requirements observed during monitoring. Performs further deep dive of other relevant data when necessary.
- Actively participates in calibration sessions with the Client and Results CX Team; supporting CX Standards between Client and Results.
- Develops strong partnership with Client CX/VOC contacts to ensure CX goals and objectives are calibrated.
- Ensures that Client CX and Corporate Customer Satisfaction goals are met or addressed in a timely manner.
- Coordinates recommendations and efforts with CIDS and Training Teams to ensure that appropriate Training and Development is in place to address Client CX , VOC initiatives
- Assists in customization of Results Customer Experience review guidelines per Client specification and creation of plans to achieve quality/customer satisfaction goals.
- Provides recommendations on improving the Customer Experience process to achieve departmental goals and objectives and conduct Customer Experience Orientations â If requested, to New Hires and Associates returning from extended leave regarding the CX Team and transaction monitoring guidelines.
- Provides consistent communication with Supervisors regarding Associates performance.
- Perform other duties, functions and tasks that are incidental and inherent to the job.
Qualifications
- Excellent product knowledge and expert in Results Customer Experience standards and, and good grasp/understanding of customer care expectations, and CX and verifications guidelines
- Demonstrates a very strong affinity with customer experience and journey
- Excellent written and verbal communications skills
- Strong leadership. Ability to lead and motivate a team to reach set goals
- Strong organizational and exceptional time management skills with the ability to plan and prioritize
- Exceptional listening and analytical and judgment skills
- Strong background in calibration sessions (internal and with Client). Ensures that Client CX and customer satisfaction goals are met or addressed
- Fast learner, Self motivated and comfortable taking initiative and handling multiple campaigns simultaneously
- Able to work well independently or in a team environment and complete projects with minimum direction
- Ability to demonstrate the interpersonal skills necessary for Site Contacts
- Basic to Intermediate PC experience, including MS Office applications
- Basic knowledge and experience in using speech analytics tool specifically building search queries
- Exposure and experience to reports analysis
- Good oral, written and interpersonal communication skills; coupled with pleasant disposition and detail orientedness
- Ability to provide on-call support, and work a flexible schedule
- 1 or more years experience demonstrating knowledge on call center operations, goals and processes
- At least 6 months of working experience on similar quality, voice of the customer position.
- Candidate must possess at least a Bachelors/College degree
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability