Quality Assurance Analyst, Customer Service
1 month ago
Job Description: About us:
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).
About the Role
The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Sr. Manager, Training & QA in the Princeton, New Jersey office.
We encourage anyone that wants to join us in our mission to apply.
You Will:
Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
Includes the management of weekly/monthly evaluations
Work in compliance with all existing QA Criteria Documents for all channel interactions
Deliver monthly statistical and error reporting to share knowledge with the management team.
Develop contact calibration approaches to foster alignment with stakeholder auditors.
Create, assign and report errors and coaching opportunities to promote improvement in overall agent performance.
Handle and track ad hoc requests and additional assignments.
Educate all new Customer Service personnel on the Quality Assurance Program globally.
You Have:
At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.
Strong MS Office skills - particularly Excel (can maintain complex spreadsheets).
Skillset with Google Suite of Products.
Strong analytical capabilities. (Previous experience with data analytics is desired.)
Strong business writing skills.
Strong soft skills for effective collaboration with colleagues and teams across services.
Willingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is lifted.
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.
A High School diploma or Equivalent.
Experience in coaching and developing team members (preferred).
Excellent presentation and knowledge transfer skills (preferred).
Our Benefits
Comprehensive Healthcare Plans
Paid Time Off
Retirement Plans
Comprehensive Medical, Dental and Vision Insurance Plans
Education Benefits
Paid Maternity and Paternity Leave
Family Care Benefits
Commuter Transit Program
Subscription Discounts
Employee Referral Program
Learn more about all our US benefits
#LI-Hybrid
Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at talentresourceteam@dowjones.com. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.
Business Area: Dow Jones - Customer Service
Job Category: Quality Management
Union Status:
Non-Union role
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
If you are a current employee at Dow Jones, do not apply here. Please go to the Career section on your Workday homepage and view "Find Jobs - Dow Jones." Thank you.
Req ID: 41681
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