Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met
Includes the management of weekly/monthly evaluations, trend analysis, analysis to ensure consistency and ultimately the best possible customer experience
Work in compliance with all existing QA Criteria Documents for all channel interactions
Utilize quality assurance data to analyze and identify trends and skill gaps and recommend to management countermeasures to optimize the customer experience
Deliver monthly statistical reporting to share knowledge with the management team and for use in monthly KPI (Key Performance Indicator) meetings
Develop contact calibration approaches and targets. Schedule and lead monthly/biweekly calibration sessions across business lines
Responsible for meeting internal audit and calibration targets
Create and assign errors and coaching opportunities to improve overall performance
Process and distribute Customer Experience Investigations (CEIs) to management team as needed when call handling standards are not met
Assist in maintaining the Quality First Program, targeting negative customer experiences uncovered in the QA process and through VOC (Voice of the Customer) to intervene, resolve and repair the customer relationship
Work closely with the Training Team to share knowledge of trends identified and coaching opportunities to inform and improve training modules
Handle ad hoc requests and additional assignments as required to assist QA and teams across business lines
Stay informed on product and procedure enhancements needed to properly evaluate calls by attending training, monitoring wiki posts and updates, reviewing pertinent email communications for impact to the QA workflow
Skill Set Requirements:
At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing management role.
Strong MS Office skills - particularly Excel and PowerPoint
Skillset with Google Suite of Products
Strong analytical capabilities
Experience in coaching and developing team members
Excellent presentation and knowledge transfer skills
Strong soft/people skills for effective collaboration with colleagues and teams across business lines
Strong business writing skills
Willingness to travel, expectation will be that this role will require regular visits to each contact center
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Company Overview Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world's largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Factiva, Barron's, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets
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