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About the Role
Job Description
The Customer Solutions Quality & Insights Analyst is a trusted subject matter expert that analyzes customer experience and assesses the quality of hub and field interactions. This position is responsible for calibrating and auditing frontline and/or leadership positions to ensure accuracy and compliance. Q&I Analysts review direct interactions and aggregate data to provide actionable feedback to various Operations and Support teams.
Skills / Desired Qualities
- Strong verbal and written communication skills
- Strong project and time management skills
- Ability to maintain productivity with minimal direct supervision
- Demonstrate Core Values and Leadership Principles
- Analytical, problem solving, outside-the-box and solution-oriented thinking
- Technical skills that include exporting/editing calls, eTalk/Qfiniti, Explore, Office 365, and organizing data collection plans
Duties & Respons...
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