Quality Analyst

Job Description

Quality Analyst

Remote

Summary:

Our mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.

We are looking for an exceptional Quality Analyst to join our Small Business Group team . The mission of our team is to ensure we deliver holistic and impactful customer experience, ensuring small businesses globally maximize their growth potential when engaging with our programs. You should be someone who is passionate about delivering superior customer experience, a person who thinks and acts globally but understands the importance of market nuance and a desire to serve our small businesses.

The ideal candidate will be as comfortable working with data and logic as well as having a client centric lens providing the business with focused insights on our client experience and journey. You will require a high level of empathy for small business owners, understanding of sales structure and a keen eye for identifying process and workflow improvement opportunities. Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results. You will be able to demonstrate high levels of enthusiasm, motivation and dedication and an ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and our outsourcing partners.

This position will be based in the United States and will be supporting initiatives across the Americas, APAC and EMEA.

Responsibilities:

• Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue);
• Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
• Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
• Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact center agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
• Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
• Create specific recommendations and action plans to drive product, people and process improvement strategy across multiple customer touchpoints and work with cross-functional partners to identify and implement optimal solutions.
• Create detailed project plans and clear communication strategies to drive effective change.
  
  
  

Minimum Requirements:

• 4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
• Experience with SQL, tableau, data analysis & visualization tools.
• Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
• Fluency in English, both oral and written
• Excellent business acumen, passion for solving problems, and strong analytical skills.
  
  
  

Preferred Qualifications:

• Self-motivated, entrepreneurial, and dealing with ambiguity.
• A love for change and an ability to ruthless prioritize in a fast-paced environment
• Strong desire to collaborate, share, drive best practices cross-functionally and globally.
• Innovative and creative in finding solutions/ designing improved methods, systems and processes.
• Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
  
  
  

Pay range is $34 - $39 per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

THE PROMISES WE MAKE:

At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.

For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.