Our Customer Care Centers are committed to assisting our customers with the highest level of service and strive to constantly improve quality through training and development strategies.
Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start or continue to grow your career.
The Call Center Quality Analyst will be responsible for screening incoming calls and service tickets to ensure quality, service and adherence to company policies and procedures. This position provides feedback to Quality team and management to assist in the creation of performance improvement goals and the development of training programs that result in improved business operations. Position will have audit and process completion components regarding specific policies outlined. Statistical calculation and reporting will be required as assigned. Keen awareness regarding specific customer and/or employee behavioral patterns or encumbrances needed to identify areas of potential improvement both internally and externally for higher customer satisfaction. Provide and maintain the highest level of quality and commitment to customer excellence to both internal and external customers.
Your Impact
Your role will have an immediate impact on customer experience, the quality of our customer care processes, and the effectiveness of our Customer Care team members.
Responsibilities
- Work closely with our Call Center Management, Customer Care philosophy, drive execution of tactical plans and ensure that our workforce has access to all the required capabilities and servicing tools
- Manage the call quality program by listening to calls, providing feedback, and managing calibration calls with various partners
- Provide effective quality coaching during the call calibration sessions
- Communicate with customers for complaint/issue resolution
- Regularly review complaints and identify any trends that pertain to processes
- Complete daily, weekly, monthly reporting with partners
- Ensure that all reporting is completed and published on time
- Participate on regular call listening sessions to ensure 100% compliance
- Respond to all audit requests providing requested information
- Develop servicing strategies that support the lines of business in their abilities to grow their business through deepening their relationship
- Drive superior service across all products
- Ensure that Legal and Regulatory controls are central to everything we do when implementing and executing the initiatives
- Act as a key stakeholder will keep management informed on all critical situations
- Work cross-functionally & act expeditiously to resolve operational issues as they arise
- Review and validate all policy/procedure information, prior to publication
Qualifications
- 2 + years working as a call quality analyst in a vendor/partner relationship
- Ability to handle multiple tasks concurrently, with the ability to work independently and prioritize work effectively
- Excellent verbal and written communication skills
- Other duties as assigned.
- Strong ability to influence others and ability to challenge the status quo appropriately
InComm Payments provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.
*This position is eligible for the Employee Referral Bonus Program - Tier I
#LI-LW1
