Customer service Quality Assurance Analyst

The duties listed below are intended only as illustrations of the various types of work

that may be performed. The omission of specific statements of duties does not exclude

them from the position if the work is similar, related or a logical assignment to this

position.

Provides technical support to the Customer Service Call Center quality assurance

program, which is designed to ensure an optimal, client-centric approach to District

customers.

Analyzes/audits service incident data, emails, voice clips, and customer surveys to

identify areas of service delivery that did not meet pre-established performance

standards within the Call Center.

Performs mock calls with new hires after training has been completed to determine readiness for moving into support. Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Call Center teams and sites. Uses Call Center tools to gather data and analyze trends or patterns affecting quality; highlights key successes and share best practices with call center staff to ensure continued success in quality of service. Develops and conducts targeted group and/or individual coaching sessions that address service quality deficiencies and/or improvement opportunities. Provides structured and timely recommendations through verbal and/or written feedback to Call Center Leadership Team, management, and training. Collaborates with Call Center leadership and training team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience. Assists with the design and successful delivery or workshops and training. Observes and complies with all District and mandated safety rules, regulations, and protocols. Performs related duties as assigned.