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
Associate Quality Analysts (AQA) are high-performing Results Associates who are moving through the AQA Certification Process to help hone their skills in preparation for . AQAs go through a series of trainings and mentoring sessions while completing call evaluation requirements and assisting in Customer Experience initiatives. Once certified, they maintain their AQA status and stay part of the AQA pool who will be tapped to assist the Customer Experience Organization when the need arises. They are also prioritized should a permanent position within the Customer Experience Organization becomes available.
Duties and Responsibilities
Accomplishes certification requirements within specified timelines
Evaluates, documents, and analyzes calls and customer satisfaction surveys to identify employee performance/compliance, trends, and customer satisfaction levels
Performs customer call backs when necessary to ensure the best possible solution to customer issues
Actively participates in calibration sessions and customer experience forums
Meets or exceeds certification and call evaluation requirements such as productivity, audit accuracy, calibration, etc.
Maintains top performance as a Results Associate when not on AQA assignment
Qualifications
Excellent non-verbal and verbal communication skills �??�?�¢?? both oral and written
Strong organizational and problem solving skills
Proficient in using MS Office products (Word, Excel and PowerPoint)
Strong interpersonal skills with the ability to perform effectively as member of a team
Ability to creatively use resources and adjust to business changes quickly and professionally
Ability to work independently with minimal supervision, but also in a team environment
Strong attention to detail
Ability to work in a dynamic environment
Ability to work a flexible schedule
The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability