Technical Quality Analyst II Job Montgomery area,Alabama USA,Quality Assurance

The Technical Quality Analyst II will be responsible for participating in the development and improvement of call monitoring formats and quality standards for Rheem NA CX, including 3rd party vendors; performing call monitoring and review of customer interactions; and providing performance data to CX supervisors, managers, and vendor management. This role utilizes the quality monitoring program to compile and track performance at individual, functional, and departmental levels, leverages VOC data for insights and targeted coaching, reviews and audits supervisor evaluations, and conducts regular calibration sessions.

This position will serve Rheem North America business, located in Montgomery, AL. This role follows our hybrid work arrangement with team members working in the office Monday through Thursday and remotely on Fridays.

Conduct agent quality assessments, meeting objectives and goals set by CX leadership.
Lead by example, positive influence, and building of relationships
Provides actionable insights to internal leadership and vendor, based on observations and agent interactions, to determine level of adherence to process and procedures.
Prepares, analyzes and presents reports on objectives as directed by Sr CX leaders.
Review and provide recommendations based on customer engagements to ensure alignment with internal CX and 3rd party vendor support for the best customer experience and ensuring minimum standards are achieved.
Provides feedback to supervisors and managers on observed strengths and improvement opportunities.
Participates in analysis of customer satisfaction survey programs to identify any additional opportunities for improvement to include processes and product concerns.
Lead calibration sessions with supervisors, managers, and vendor management to ensure uniform communication of Quality Standards to agents.
Interacts with all levels of management to solve any inter-departmental inefficiencies and to address any areas of concern
Partner directly with DRT Escalations team to assist in discovery and investigation of consumer concerns.
Provide actionable root cause analysis on VOC alerts and Quality deep dives that can be surfaced to Sr Leadership.
Have basic understanding of Rheem processes and CRM Case management.
Performs other duties as assigned.

Bachelors Degree in related field
3+ years of experience in call center quality monitoring, training, or supervision
Strong background in call recording, quality monitoring, and call center reporting software
Demonstrate experience in analyzing call center reports and their relationship to call coaching opportunities
Proficiency with PC hardware and software programs (Word/Excel/Access/Power Point)
Experience in assessing skill set development needs to improve soft skills and customer experience
Strong interpersonal skills
Good project management skills
Strong analytical skills

Demonstrate ability to work well with others in a team environment

PREFERRED EDUCATION/

EXPERIENCE:

Prior experience in role serving the manufacturing industry
Certifications in call center industry

As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:

Adapting
Business Understanding
Collaborating
Communicating Effectively
Continuously Improving
Customer-Orientation
Developing Self
Focusing on Results
Influencing
Managing Relationships
Managing Work
Problem Solving & Decision Making