Analyst, Quality Assurance

Job description

Job Summary: Enhances the customer experience by monitoring and evaluating employee performance to deliver data driven insights and recommend targeted actions that improve service quality and operational effectiveness. Job Description: Monitors customer interactions and communication channels to evaluate service quality and identify areas for performance improvement. Analyzes performance data, side-by-side observations, and customer feedback to uncover service gaps and recommend targeted coaching, mentoring, or training. Develops and implements quality control measures to track performance trends and support continuous improvement in customer experience. Collaborates with Customer Experience teams to align quality assurance efforts with process improvement initiatives and business goals. Completes daily and monthly reports to communicate performance trends and support data-driven decision-making across teams. Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations. Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services. Performs additional...