Quality Analyst

The Quality Analyst is responsible for maintaining high and consistent levels of support quality across the team by conducting audits and analysis of omnichannel interactions, and collaborating with trainers, supervisors, and other leadership to craft individual and team-based action plans aimed at improving agent performance and customer satisfaction.

Requirements

• Proficiency with ITIL, ServiceNow reporting, Agile and/or Scrum methodology
• Strong analytical skills balanced with effective communication and excellent customer service skills
• Exceptional verbal and written communication skills

Benefits

• bonuses
• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• up to 12 weeks of parental leave