Customer Service Quality & Performance Analyst (Hybrid)Drive Operational Excellence and Customer Satisfaction. We are seeking a proactive and analytical Quality & Performance Analyst to join our team. In this hybrid role, you will play a critical part in monitoring, analyzing, and improving the quality of our operational processes and customer interactions. If you are passionate about data-driven decision-making and have a keen eye for detail, we want to hear from you.
Job Summary: You will monitor and document data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis. You will apply your knowledge and skills to a range of moderately complex activities, proactively identifying solutions to non-standard requests and solving moderately complex problems independently, while collaborating with the team on complex issues.
Key Accountabilities:- Data Analysis and Reporting:
- Analyze data and assess onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management.
- Identify process breakdowns and recommend improvements.
- Assess customer service activities (e.g., bill adjustments, collections, bill printing) to ensure appropriate completion.
- Monitor and evaluate performance for customer contact interactions using designated systems and processes.
- Quality Assurance and Training:
- Provide feedback and training to employees regarding work quality, processes, policies, procedures, and professionalism with customers.
- Inspect and monitor quality requirements in accordance with the company's Quality Management System.
- Collections Support:
- Support collection vendor campaigns, inquiries, and document requests.
- Collaborate with accounts payable on collection vendor invoices.
- Investigate and resolve collection system defects.
- Perform collection process/data analysis.
- Operational Reporting and Communication:
- Create weekly operational reports.
- Provide weekly team huddle updates.
Minimum Education and Experience Requirements:- High School Diploma or equivalent.
- 3 years' experience in a Customer Service-related field (i.e., telephone representative, billing analyst, RM&P, or in a meter reading field).
Other Qualifications-Preferred:Other Requirements:- Familiarity with billing and collection systems for managing outside collection agencies.
- Ability to interpret reports, recognize trends, and offer solutions.
- Clear, concise communication skills.
- Computer proficiency in Microsoft Office and Windows.
- Occasional travel may be required.
- Ability to work independently with innovation and initiative.
Work Environment: This is a hybrid position requiring in-office attendance on Tuesdays, Wednesdays, and Thursdays. The remaining workdays can be performed remotely.
Why Join Us?- Contribute to improving operational efficiency and customer satisfaction.
- Work with a dynamic and collaborative team.
- Gain valuable experience in data analysis and quality assurance.
- Enjoy a hybrid work environment.
Ready to make a difference? Apply today.