Quality Analyst
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Maine
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Other
Job Description
Position Title: Quality Analyst
Team/Area: Customer Care/Contact Center
Reports To: Training Manager
NIIT Media Technologies (NMT) is the world’s first solutions and services firm to provide media companies with comprehensive, media industry-specific, business and IT solutions and both front- and back-office operations delivery. With a track record of nearly 100 years of media industry, business process and technology expertise, NMT helps media companies enhance their operational efficiency, reduce their operating expenses and increase their revenue.
Job Summary
Reporting to the training manager, this position is responsible for monitoring contact center interactions between NMT employees and customers; including, but not limited to, phone calls, emails, chats, faxes, SMS messages and social media. The quality analyst will deliver feedback on the observed interactions to customer care leadership and agents to ensure world class customer service is delivered at every contact point. Information obtained through these monitors will be reported on and training/coaching developed for any trends identified. The quality analyst will also provide back-up support for training as needed.
Primary Job Responsibilities:
• Monitor interactions between NMT employees and customers for accuracy, professionalism.
• Deliver same day feedback on observed interactions and coach to best practices.
• Track and report sessions to the Customer Care Leadership Team.
• Create and maintain reporting on quality performance for internal and external candidates.
• Provide coaching and up-training to small groups as common issues are identified.
• Create training materials to assist employees.
• Assist in the new hire and up-training process.
• Lead regularly scheduled calibration sessions with NMT leadership and clients.
• Maintain an acceptable level of system’s knowledge for the NMT Call Center and be able to assist in calls during peak volumes.
• Other duties as required.
Travel:
Typically less than 5% travel
Requirements:
• 1-3 years of contact center or relevant work experience
• Strong analytical skills and attention to detail
• Excellent oral and written communication skills
• Proficient with Microsoft Office Suite, with a focus on Excel
• Strong focus on customer service
• Availability to work varying schedules to support seven day a week operations, including holidays.
• Ability to work in fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
• Must maintain confidentiality of information concerning customer accounts, as well as employee, data and personnel issues
• Previous quality monitoring a plus
• Must be able to lift, carry and push up to 25 lbs.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Media Technologies, LLC is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.
Team/Area: Customer Care/Contact Center
Reports To: Training Manager
NIIT Media Technologies (NMT) is the world’s first solutions and services firm to provide media companies with comprehensive, media industry-specific, business and IT solutions and both front- and back-office operations delivery. With a track record of nearly 100 years of media industry, business process and technology expertise, NMT helps media companies enhance their operational efficiency, reduce their operating expenses and increase their revenue.
Job Summary
Reporting to the training manager, this position is responsible for monitoring contact center interactions between NMT employees and customers; including, but not limited to, phone calls, emails, chats, faxes, SMS messages and social media. The quality analyst will deliver feedback on the observed interactions to customer care leadership and agents to ensure world class customer service is delivered at every contact point. Information obtained through these monitors will be reported on and training/coaching developed for any trends identified. The quality analyst will also provide back-up support for training as needed.
Primary Job Responsibilities:
• Monitor interactions between NMT employees and customers for accuracy, professionalism.
• Deliver same day feedback on observed interactions and coach to best practices.
• Track and report sessions to the Customer Care Leadership Team.
• Create and maintain reporting on quality performance for internal and external candidates.
• Provide coaching and up-training to small groups as common issues are identified.
• Create training materials to assist employees.
• Assist in the new hire and up-training process.
• Lead regularly scheduled calibration sessions with NMT leadership and clients.
• Maintain an acceptable level of system’s knowledge for the NMT Call Center and be able to assist in calls during peak volumes.
• Other duties as required.
Travel:
Typically less than 5% travel
Requirements:
• 1-3 years of contact center or relevant work experience
• Strong analytical skills and attention to detail
• Excellent oral and written communication skills
• Proficient with Microsoft Office Suite, with a focus on Excel
• Strong focus on customer service
• Availability to work varying schedules to support seven day a week operations, including holidays.
• Ability to work in fast-paced environments, working with multiple teams and contracts, juggling multiple projects simultaneously, multi-tasking
• Ability to perform and deliver under pressure
• Must maintain confidentiality of information concerning customer accounts, as well as employee, data and personnel issues
• Previous quality monitoring a plus
• Must be able to lift, carry and push up to 25 lbs.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
NIIT Media Technologies, LLC is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation or any other protective status.