Quality Analyst
Introduction
Visium Resources has been asked to identify qualified candidates for this Quality Analyst position. This position is a contract opportunity which is expected to be Hybrid (with 1 day a month On-Site, or if needed for a meeting) for a duration of 3 months in Altamonte Springs, FL.
The Quality Analysts review recorded calls, do side by side live listening and provide real time feedback on the quality of service provided to the callers focusing on customer service, followed process and procedures, case management, timeliness, and review the cases created for every call.The Analysts also focus on the Voice of the Customer survey results by reviewing the calls and cases associated with the low scores.In turn, they provide leadership with feedback and recommendations on training needs, service recovery, process improvement and coaching opportunities. Analytics identifying trends, making recommendations for process improvements, creating presentations including excel spreadsheets with charts and pivot tables.
PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:-Evaluate call, chat interactions, and case management practices against defined standards and document results-Maintain understanding and application of case management and communication standards-Evaluate the service and data integrity of assigned functional team processes and work product against defined standards-Document and review results in a manner to effectively support the feedback cycle and analysis-Manage data and reports to support reviews and audits and dashboard data exchange-Partner with leaders to leverage quality management tools to assist in the training and coaching of new team members-Coordinate and lead feedback and calibration sessions with leaders-Identify and document opportunities for process and service delivery improvements-Escalate trends and repeated issues regarding data integrity and service to supervisor accompanied with recommendations to mitigate future issues and provide an opportunity for continuous improvement measures-Participate in the development and ongoing improvement of the quality and standards program-Create and maintain standard operating procedures and data management review documentation-Maintain confidentiality of sensitive information and data review results-Prioritize and perform work to meet deadline and quality expectations-Compile and manage data from multiple resources, review results-Identify and evaluate non-standard data elements identified as areas of focus or new process evaluations-Compile, draft, and maintain documentation on defined standards for HR Shared Service operations-Maintain documentation on functional team quality review components and activities-Collaborate and partner with functional team leaders, continuous improvement, and training resources to provide feedback and recommendations to improve quality results-Maintain knowledge and understanding of service standard expectations and strategic direction of HR Shared Services operations and align focus areas for quality analysis and recommendations-Evaluate and analyze quality related performance results and operational measures to identify trends, areas of opportunity, and high performing areas-Utilize analysis results to complete root cause analysis and establish recommendations for areas of focus to improve individual, team, or cross-team operations as related to quality or to identify best practice areas to further document and evaluate for standardization and adoption-Facilitate new hire quality call, chat and case management standards training; facilitate refresher training per leaders' request-Review calls and cases associated with customer survey feedback, provide findings and recommendations to leaders