Customer Service Quality Analyst - Career Growth Potential

Our client. a major utility company, is looking for some Quality Analysts to support their team in Detroit, MI!

* This is a long-term contract assignment with possibility of extension or direct hire for the right candidate and offers a starting pay rate of $25/hour (benefits are available)*

The Customer Service Quality Analyst: monitors and documents data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis.

Responsibilities may include but are not limited to the following:

• Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics. 


• Identifies process breakdowns and makes recommendations on improvements .


• Assesses customer service activities, such as bill adjustments, collections activities, bill printing, etc. that could affect productivity, satisfaction, or safety to ensure they are appropriately completed. 


• Monitors and evaluates performance for customer contact interactions using designated systems and processes. 


• Provides feedback, coaching, training, and development to employees regarding work quality, processes, policies, procedures, and professionalism with customers.


 

Selected candidate will also be responsible for:

• Weekly operational reporting


• Weekly team huddle updates


• Supporting our collection vendor campaigns, inquiries and requests for documents


• Collaboration with accounts payable on collection vendor invoices


• Investigating and resolving collection system defects


• Collection process/data analysis


 

Qualifications

• High School Diploma or equivalent- Required
  
  
  • Bachelor Degree- Preferred
  
  
   


• Minimum 3 years of experience in a Customer Service-related field (i.e., telephone representative, billing analyst, RM&P, or in a meter reading field)- Required
  
  
  • Coaching/Mentoring experience in the field- Strongly Preferred
  
  
   


• Must be familiar with the use and application of various billing, call recording and monitoring systems- Required


• Must possess the ability to interpret various reports, recognize trends, and offer solutions- Required


• Must have experience with Microsoft Office and Windows- Required