Customer Experience Quality Analyst - Beaverton, United States - Dat Services Inc
Description
**Customer Experience Quality Analyst**
at DAT Beaverton, OR, USA DAT is looking for an organized and efficient **Customer Experience Quality Analyst** to join our award-winning Product Support team in Beaverton, OR. **About DAT**
**DAT** is a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 43 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 226 million freight posts in 2020, and a database of $126 billion of annual global shipment market transaction data. We have co-headquarters in Portland, OR and Denver, CO, and additional offices in MO, TX, and Bangalore, India. For additional information, see.
**The Opportunity**
This position is the cornerstone of facilitating best-in-class quality service for DAT employees, prospects and customers. The quality analyst will monitor inbound and outbound calls, emails, chats and back office tasks to assess the agents conformity to company quality standards and expectations. They will also identify trends, train agents and provide new hire training.
Through motivation and compassion, the Quality Analyst will drive great outcomes that make a difference for our clients. The combination of exceptional customer service and product/industry knowledge are the qualities that lead to customer loyalty and retention.
**Candidate Profile**
Strong analytical skills to identify trends and patterns in a dynamic work environment.
Demonstrates an above average attention to detail including excellent written and oral communication skills.
Strong team player who is also productive working independently.
Excellent coaching skills on top of empathy and a positive outlook.
**Success Measurement**
Reduce agent churn.
Improve agent quality.
Maintain acceptable call handle times.
**What Youll Do**
Listen to/read and evaluate live and recorded customer interactions.
Drive quality results by engaging, motivating, and providing continuous feedback to our Customer Support representatives.
Use quality monitoring management systems to compile and track performance at the individual and team level.
Provide monthly reports on call trends and customer sentiment.
Provides feedback to the Customer Support leadership team to ensure coaching issues are addressed and communication is consistent.
Conduct internal audits to ensure that quality case management requirements are met.
Collaborate with leadership to develop new procedures, and update existing procedures to drive efficiencies.
Analyze quality program data to identify trends to implement corrective action plans as appropriate.
Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.
Assist with staff training for the purpose of achieving and maintaining quality program goals.
Monitor agent activities in real-time and live evaluate when you identify someone who may be struggling with customer interaction.
Facilitate new hire and continuous education training across multiple departments.
Conduct needs assessments with stakeholders and developing effective strategies, delivery methods, training materials, and curriculum that drives an exceptional customer experience.
**The Skills and Experience Youll Need**
3+ years of QA experience, preferably in a call center.
Must adapt well to change and successfully set and adjust priorities as needed.
Must be self-motivator and a self-starter.
Strong problem-solving skills; proven attention to detail with excellent organizational and time management capabilities.
Ability to meet deadlines in a fast-paced environment, and flexible when it comes to re-prioritizing tasks due to business demands.
Ability to work well both cross-functionally, and collaboratively as a team player, and as a self-starter.
High school education or GED required; college degree preferred.
DAT **embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.**
**Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities**
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
As set forth in DATs Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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