Customer Service Quality Analyst

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Boston South Shore, MA
$50,000 - $75,000
Job Type
Direct Hire
Jan 22, 2018
Job ID
Leading manufacturer in a the Life Sciences industry is seeking a Customer Service Quality Analyst to join their growing team. The Customer Service Quality Analyst will be responsible for providing quality assurance and training to improve the customer experience and customer service agent's first call resolutions. The Customer Service Quality Analyst will be responsible for ensuring and verifying compliance of established policies and procedures in a manner that meet or exceed customer expectations. This position is with a strong company that offers exceptional opportunities for career development and advancement.

Responsibilities for the Customer Service Quality Analyst include:
  • Participates in the design of call monitoring formats and quality standards
  • Performs call and process monitoring, provides feedback to agents and supervisors, and trends data for review with the management team
  • Runs necessary reports for quality and improvement review
  • Uses a quality monitoring data management system to compile and track performance at team and employee levels
  • Monitors e-mail for customer contacts and researches and responds to necessary requests
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Proposes process and training enhancements to improve performance of the call center
  • Assists in training new Customer Service agents as needed
Requirements for Customer Service Quality Analyst:
  • Bachelor's degree required
  • 3 or more years of increasing responsibility in Customer Service or Call Center
  • Proven to have a strong customer focus
  • Ability to work in a fast-paced environment
  • Advanced analytical and problem-solving skills 
  • Excellent interpersonal and communication skills 
  • Prefer experience with regulated products
  • Proficiency in Microsoft Office products
  • Ability to travel occasionally (less than 10% of the time)