Quality Control Analyst I at Gannett in Louisville, Kentucky

Job Description:

Quality Control Analyst Job Description

Department Purpose

• Evaluates customer interactions to provide feedback and recommendations for process improvements that impact performance and customer experience.

Job Purpose

• Responsible for monitoring customer interactions to provide feedback and recommendations for process and performance improvements.

Duties and Responsibilities

• Identify process improvement opportunities through data collection and analysis.
• Generate call evaluations in the Success KPI Conversation Analytics program to provide leadership with feedback to improve the customer experience and operations efficiency.
• Generate audits to identify outliers in team performance or initiative impacts and report findings.
• Evaluate customer calls/chat/email messages to measure the effectiveness of process changes, training, and skills coaching.
• Audit reporting for agent outliers in center performance to help identify training opportunities for existing staff.
• Responsible to generate root cause analysis and offer solutions to present to leadership.
• Partner with leadership on pending initiatives to verify compliance and offer feedback and solutions for a cost-saving outcome.

• Complete all required data entry for administrative support as needed.
• Maintain professional working relationships with internal and external customers, customer service management and colleagues.
• Must be able to comply with PCI guidelines.
• Other duties as assigned.

Qualifications

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.

Required Qualifications include:

• 1 year of quality and data analysis in a call center customer care environment is preferred.
• Bachelor's degree in information technology/Computer Science or equivalent combination of degree and relevant experience preferred, but not required.
• Strong attention to detail, exceptional listening, and analytical skills
• Excellent communication skills both written and verbal required.
• Excellent organizational skills and ability to handle multiple tasks under deadlines.
• Strong knowledge of customer care processes and techniques
• Demonstrated ability to work well in a team environment.
• Experience utilizing Genesys Cloud software.

• Ability to work flexible schedule, including weekends and holidays. Must be dependable and consistently punctual for all schedules shifts.
• Ability to prioritize work, manage time effectively and work successfully in a fast paced, multi-faceted environment.
• Proficient with computer technology including Microsoft Office suites, Email, Excel Word and Teams
• Self-motivated, creative, flexible, willing to take initiative, be accountable, and able to effectively handle multiple tasks simultaneously.
• Demonstrate a high level of accuracy and attention to detail.
• Must be able to accurately complete basic math calculations.

We offer an energized, passionate team within a fun & flexible workplace. We offer competitive compensation and incentives and world-class benefits, including comprehensive Health, Dental and Vision coverage, 401(K), Paid Time Off and more.

We believe that diversity benefits and enhances everyone's development at Gannett. Our goal is to attract, develop, and retain the best and brightest from diverse backgrounds and all walks of life. This requires our organization to cultivate an inclusive culture in which all employees feel valued, are treated fairly, have a work-life balance, and have the opportunity to be successful at Gannett

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