Client Service Quality Analyst I (Fully Remote in OH or CA)
About the position As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another. Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations - all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia. Job Summary The Client Service Quality Analyst I is responsible for the quality of agent's phone and ticket evaluations, while maintaining accountability for performance and coaching to the desired goals. This position will evaluate and analyze the quality of agent interactions with clients to identify trends and coaching opportunities for optimizing future performance. The Client Service Quality Analyst 1 ensures quality and consistency of Client Service agents through continual review, feedback and on-the-job coaching, training, and development. Listens in on calls, recordings and/or other client interactions to evaluate the Client Service agents' skills in dealing with clients and accuracy and effectiveness of information or advice provided to clients.
Responsibilities
- Performs call monitoring and recording and/or review of client processes.
- May engage directly with Client Service agents to provide specific coaching or training.
- Defines and recommends improvements related to call handling.
- Gains familiarity with Client Service Quality concepts, practices, and methodologies.
- Reviews and contributes to the team's process for call and case management.
- Reports on the team's and individuals' progress against selected metrics and performance measures.
- Provides timely feedback to team members based on daily quality reviews.
- Learns and applies company Client Service Quality's processes and procedures.
- Assists with special projects as assigned.
- Other duties as needed or required.
Requirements
- 1+ years Quality Assurance experience OR 2 years work experience.
- Must possess effective communication and process management skills.
- Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
- Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
- Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.
Nice-to-haves
- College degree preferred or commensurate work experience.
- Ability to identify problems and initiate corrective actions and preventative actions.
- Perceptual and analytical problem solving relating to removal of obstacles.
- Manage routine questions relating to quality processes and procedures.
- Follow up skills. Ability to manage and respond to multiple open issues.
- Able to work independently with little direction and multi-task while being extremely productive and timely.
- Identify, initiate, and implement process improvement projects.
- Knowledge of the Effortless Experience concepts and skills.
- Ability to perform Root Cause Analysis on performance issues related to quality.
- Knowledge and/or expertise in speech analytics such as Observe AI.
Benefits
- Healthcare Coverage for you and your family covering Medical, Dental & Vision
- Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
- Generous PTO
- Pet Insurance
- Retirement Planning
- ID Theft Insurance
- Life and Disability Insurance
- Commuter Benefits
- Accident & Hospital, Critical Illness Insurance
- Tuition Reimbursement
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