Skills Required: Data Analysis, Contact Center, Business Development
Role: Business Development Consultant (Contact Center)
Location: Peoria, IL (Hybrid),
Duration: 12 Months++
Typical task breakdown: • Develops quality forms associated to all contact channels and lines of business that reflect the customer/dealer experience and industry best practices • Analyzes quality data for trends, develops action plans to address deficiencies and works with Operations and Training to drive plans to completion • Researches, documents and drives adoption of quality associated best practices surrounding internal and external calibrations, CSAT reviews, After Action Reviews, etc. • Coordinates calibration sessions, CSAT reviews and AAR sessions with internal and external partners as well as documents sessions and provides trend analysis and action plan solutions • Supports Contact Center Quality Supervisor and Quality Assurance Agents and will liaison with training resources to ensure compliance with quality standards • Works with internal Digital Support departments as required to ensure quality effectiveness • Understands all Contact Center KPIs and works to identify and implement continuous process improvements to improve customer experience and process efficiencies • Resolves any specific problems and tailors quality practices as necessary • Participates in digital product NPI process as appropriate and collaborates with partner organizations as needed to execute assigned quality activities • Identifies and implements opportunities to streamline processes and enhance user interfaces and the customer experience. • Maintains a keen understanding of quality trends, developments and best practices • Employee is also responsible for performing other job duties as assigned by management from time to time.
Education & Experience Required:
Degree and/or 5+ years combined experience working within quality evaluation environment
Preference is to have the experience in this type role.
Technical Skills
(Required) • Knowledge of Microsoft Word, PowerPoint and Excel. (intermediate) • Superior writing skills*** A MUST HAVE • Analytic skill set is required. • Ability to create and drive action plans. • In addition to quality assurance experience top candidate will also have Contact Center Operations, Client Services/Account Management experience
(Desired)
Customer service background a plus.
Power BI is a Plus
Salesforce experience a plus.
Soft Skills
(Required)
Must possess superior human relation skills and excellent verbal and written communication skills.
Internally motivated, proactive, and eager to learn.