Customer Service Quality Analyst

2 weeks ago


Detroit, United States netPolarity Full time

I would like to set up a time to discuss the potential opportunity below:

Role: Customer Service Quality Analyst

Location: Detroit, MI (Hybrid)

Duration: 8 months

Job Summary:

  • Monitors and documents data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis.
  • Applies knowledge/skills to a range of moderately complex activities.
  • Proactively identifies solutions to non-standard requests and solves moderately complex problems independently; works with team to solve complex problems.

Key Accountabilities

  • Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics.
  • Identifies process breakdowns and makes recommendations on improvements.
  • Assesses customer service activities, such as bill adjustments, collections activities, bill printing, etc. that could affect productivity, satisfaction, or safety to ensure they are appropriately completed.
  • Monitors and evaluates performance for customer contact interactions using designated systems and processes.
  • Provides feedback and training to employees regarding work quality, processes, policies, procedures, and professionalism with customers.
  • Inspects and monitors quality requirements in accordance with the companys Quality Management System manual, policies, procedures, and program specifications.
  • Observes work operations for compliance with applicable quality and safety regulations.

Minimum Education and Experience Requirements

  • High School Diploma or equivalent
  • 3 years experience in a Customer Service-related field (i.e., telephone representative, billing analyst, RM&P, or in a meter reading field)

Other Qualifications-Preferred

  • Bachelors degree

Other Requirements

  • Familiar with the use and application of various billing, collection systems for managing outside collection agencies.
  • Ability to interpret various reports and recognize trends and offer solutions.
  • Clear, concise communication skills.
  • Computer proficiency including Microsoft Office and Windows.
  • Occasional travel is expected for this position.
  • Ability to work independently with innovation and initiative.

Contractor would also be responsible for

  • Weekly operational reporting.
  • Weekly team huddle updates.
  • Supporting our collection vendor campaigns, inquiries and requests for documents.
  • Collaboration with accounts payable on collection vendor invoices.
  • Investigating and resolving collection system defects.
  • Collection process/data analysis.


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