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    Customer Experience Quality Analyst - Chicago, United States - Figo Pet Insurance LLC

    Figo Pet Insurance LLC
    Figo Pet Insurance LLC Chicago, United States

    6 days ago

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    Description

    Customer Experience Quality Analyst

    WFH Flexible Job Type Full-time Description **About Figo**

    At Figo, we are a lot of things, but first and foremost we are pet people. Our passion for pets led us to disrupt the pet insurance industry with a tech driven approach that allows pet parents to worry less and play more. Passionate about changing how consumers view and interact with insurance, as well as holistically improving the lives of pets, Figo created a pet insurance solution with todays pet parent in mind: socially connected, on-the-go, and easy to use. Our love for pets is at the root of our DNA and celebrated across our diverse and dynamic Figo team. We work hard so pets can play harder. Were seeking a driven, collaborative, pet obsessed social media pro to join our growing team

    This position is remote friendly.

    **Job Summary:**

    The Quality Analyst position is responsible for assisting with developing and supporting the planning, design, and execution of the CX departments policies and procedures. They will do this by assisting with observing inbound and outbound verbal and written interactions with customers and analyzing the data collected. They should be analytical by nature and able to absorb and make sense of large data sets. They will need to be able to have a good understanding of the overall business while also having superior attention to detail. They will need to communicate to every level of the organization from front-line employees through the executive leadership team. They will need to have the ability to provide balanced and consistent feedback to large teams of up to 25 individuals. A process improvement mindset is imperative for their success as well as the success of the organization.

    **Duties / Responsibilities:**

    Ability to gather and work with multiple datasets

    Will be able to mine data for trends or discrepancies and make recommendations based on conclusions

    Work with other stakeholders and departments by sharing conclusions and provide potential solutions on how to improve the customer experience

    Superior attention to detail is essential while reviewing large numbers of evaluations of contact center associates

    Understanding and identify technicalities of vocabulary as well as subtle emotional reactions of both associates and contacts to be able to pinpoint when and why communications go off track and provide recommendations on how to avoid that in future communications

    Prioritize issues that yield the biggest impact to the success of the business which may not always align with evaluation forms or dashboards

    Diligently complete specified quotas for evaluations and coaching sessions while remaining vigilant in identifying business trends that need corrections

    Possess and build a strong business acumen with a thorough understanding of our products, policies, procedures, department and company goals, contractual SLAs, values, etc.

    Advanced communication ability both verbally and in writing as they will be expected to communicate with internal and external stakeholders at every professional level

    Be empathetic to both associates and customers alike with the ability to understand the customers frustration and although the associate may have underperformed in a specific instance, ensuring that they feel understood and engaged

    Curious by nature with an irrepressible desire to understand and know why. Will independently research issues and use effective questioning to explain discrepancies or have further context

    Maintain an optimistic manner of conducting analysis, highlighting and celebrating positive moments and achievements while positioning opportunities in a manner that is engaging and motivational

    Excellent coaching skills; supporting their observations with facts, providing suggestions for improvement, and providing praise when appropriate

    Ability to think outside of the box to create actionable tasks to be used by associates with proven and sustainable results

    Continuously evaluates current processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers

    Provides metrics and performance feedback with regular coaching to each team member assigned to them

    Works on special or ongoing projects important to area/process improvement

    Operate as an effective team member by supporting colleagues and contributing to the overall team and business objectives, delivery, and achievement

    Undertake any other duties of a similar nature that the company reasonably requests to be performed that are within your abilities, expertise, and skills.

    **Supervisory Responsibility:**

    Provides constructive and timely evaluations and coaching sessions

    Provides input regarding discipline and termination of employees in accordance with company policy

    May require evenings and/or weekend days

    Requirements **Required Skills / Abilities:**

    Must be very organized and take the initiative, attention to detail, strong time management and multi-tasking skills an asset

    Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures.

    Proficient in problem solving and analysis

    Interpersonal skills: Effective verbal and written communications and the ability to work/collaborate effectively with others.

    Ability to multitask in a rapidly evolving and fast-moving environment

    Embraces technology solutions

    Ability to maintain calm under pressure

    Thorough knowledge of Figo products, services, and processes.

    Loves pets and talking about them

    Great team player

    Experience using Microsoft Office (Word and Excel) and ability to pick up innovative technology solutions quickly and effectively.

    Ability to collaborate with others on projects and/or special assignments

    **Education and Experience:**

    Bachelors degree in Business Administration or similar work experience

    5+ years customer service experience

    2+ years of Quality Assurance experience

    Fluent in Spanish a plus

    **Benefits and Perks**

    Remote-friendly

    PTO Policy

    Health/Dental/Vision Insurance

    Pet Insurance

    Company-Paid Life Insurance

    Short and Long-Term Disability

    401K

    Commuter / Telecommuting Benefits

    Fun, pet-friendly office in River North (if located in Chicago)

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