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    Customer Service Quality Analyst - Detroit, United States - netPolarity, Inc. (Saicon Consultants, Inc.)

    netPolarity, Inc. (Saicon Consultants, Inc.)
    netPolarity, Inc. (Saicon Consultants, Inc.) Detroit, United States

    1 week ago

    Default job background
    Technology / Internet
    Description

    I would like to set up a time to discuss the potential opportunity below:

    Role: Customer Service Quality Analyst

    Location: Detroit, MI (Hybrid)

    Duration: 8 months

    Job Summary:

    • Monitors and documents data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis.
    • Applies knowledge/skills to a range of moderately complex activities.
    • Proactively identifies solutions to non-standard requests and solves moderately complex problems independently; works with team to solve complex problems.

    Key Accountabilities

    • Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics.
    • Identifies process breakdowns and makes recommendations on improvements.
    • Assesses customer service activities, such as bill adjustments, collections activities, bill printing, etc. that could affect productivity, satisfaction, or safety to ensure they are appropriately completed.
    • Monitors and evaluates performance for customer contact interactions using designated systems and processes.
    • Provides feedback and training to employees regarding work quality, processes, policies, procedures, and professionalism with customers.
    • Inspects and monitors quality requirements in accordance with the company's Quality Management System manual, policies, procedures, and program specifications.
    • Observes work operations for compliance with applicable quality and safety regulations.

    Minimum Education and Experience Requirements

    • High School Diploma or equivalent
    • 3 years' experience in a Customer Service-related field (i.e., telephone representative, billing analyst, RM&P, or in a meter reading field)

    Other Qualifications-Preferred

    • Bachelors' degree

    Other Requirements

    • Familiar with the use and application of various billing, collection systems for managing outside collection agencies.
    • Ability to interpret various reports and recognize trends and offer solutions.
    • Clear, concise communication skills.
    • Computer proficiency including Microsoft Office and Windows.
    • Occasional travel is expected for this position.
    • Ability to work independently with innovation and initiative.

    Contractor would also be responsible for

    • Weekly operational reporting.
    • Weekly team huddle updates.
    • Supporting our collection vendor campaigns, inquiries and requests for documents.
    • Collaboration with accounts payable on collection vendor invoices.
    • Investigating and resolving collection system defects.
    • Collection process/data analysis.
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