Workforce Quality Analyst Temp; US, Virtual

Roles and Responsibilities

Reporting to the Workforce Lead, the Quality Analyst is responsible for designing and conducting quality assurance reviews, audits and reporting. The Quality Analyst will play a key role in monitoring and evaluating the process used to deliver relocation, moving, mortgage, and title services to our customers. This individual will assist in developing, creating and implementing quality processes and procedures and make recommendations for improvements to enhance the overall organizational customer experience.

% of time

(must total to 100%)

• 85%
  Quality Review
• Participate in the design of contact monitoring formats and quality standards.
• Perform contact monitoring (email, chat, voice, etc.) and provide trend data to site management team.
• Provide detailed feedback to employees and managers on audited interactions
• Use quality monitoring techniques to compile and track performance at a team and individual level and identify trends through data analysis.

• 10%
  Ad Hoc Quality Reviews, Training, Coaching
• Oversee additional audits as requested (missing data audits, profile audits, etc.).
• Provides actionable data to various internal support groups as needed.
• Coordinate and facilitate calibration sessions.
• Provide feedback and recommendations on elements that can be improved or enhanced.
• Liaise with Operations and L&D to provide recommendations for training and development opportunities
• Prepare and analyze internal and external quality reports for management staff review.
• Participate in regular calibration meetings with the Operations and Training teams to provide recommendations to harmonize quality standards
• Compile, analyze, and distribute reporting
• Serve as a technical resource for quality assurance related matters

• 5%
  Continuous Learning and Process Improvement
• Ensure continuous learning and development of self.
• Contribute to the knowledge base for the betterment of overall operations.
• Recommend process improvements changes based on business objectives.
• Projects and / or tasks as assigned by supervisors.

Education/Certification Requirements

• Bachelor's degree in Information Technology, Math, Statistics, Data Mining, Business, or the equivalent and/or related work experience.
• 3-5 years of experience in Quality Assurance or Business Analyst

Qualifications and Experience Requirements

• Excellent communication skills (both written and verbal)
• Knowledge of the relocation industry will be an added advantage.
• Outstanding customer service skills and dedication to providing exceptional customer care
• Strong quantitative, analytical and technical aptitudes
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Superior listening skills
• Attention to detail, strong organizational and time management skills
• Must be able to effectively deal with people at all levels within the Company
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (PowerPoint, Word, Excel, Power BI)
• Demonstrated strong analytical skills
• Skills in complex problem solving, judgment, critical thinking and decision making
• Results orientated - ability to prioritize, drive and achieve results for self and others while working toward deadlines under pressure
• Highly organized, with an emphasis on accuracy and timeliness
• Analytical approach with the ability to interpret information and trends
• Ability to work alone with minimum supervision as well as with others in a team environment occasionally under time pressure and on several tasks at the same time
• Strong organizational and time management skills coupled with exceptional attention to detail
• Logical thinker with good analytical and problem-solving skills
• Ability to analyze complex problems involving multiple facets and variables in non-standardized situations.
• Ability to multi-task and prioritize in a fast-paced environment.
• Ability to collaborate successfully with employees from other departments.
• Ability to understand and adapt the direction/strategy of SIRVA relocation
• You foster belonging and encourage authenticity. You are inclusive, value…