Technical Quality Analyst II

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

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