Customer Service Quality Analyst
4 weeks ago
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 company’s 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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