Customer service Quality Assurance Analyst

Job description

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position. Provides technical support to the Customer Service Call Center quality assurance program, which is designed to ensure an optimal, client-centric approach to District customers. Analyzes/audits service incident data, emails, voice clips, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Call Center. Performs mock calls with new hires after training has been completed to determine readiness for moving into support. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service. Develops and conducts targeted group and/or individual coaching session...