• Review chats and emails daily to ensure teammates are following policies and offering excellent service
• Working daily to review ticket contents with a critical eye
• Prepare weekly, monthly and quarterly management reporting
• Host and/or facilitate meetings/ticket reviews with all teammates.
• Send weekly reports to the client summarizing weekly KPIs and point out areas for improvement
• Identify any potential quality issues per defined process and escalate potential quality issues immediately to management.
• Maintain a high level of confidentiality regarding the results and specific findings of the quality process

Qualifications

• 2+ years in Data Analytics
• 2+ years of Customer Service/Technical Support experience (with a phone, email, and chat background)
• Proficiency with Microsoft Office, specifically Excel
• Proficiency with reporting tools such as PowerBI, Tableau, etc
• Proficiency with Google Suite
• Proficient using helpdesk software (Salesforce experience is a plus)
• Must be a confident communicator and be able to build rapport and create relationships
• Must have a genuine interest in the project, people and concern for customers
• Be energetic, positive and have the ability to listen hard and change fast
• Must have the ability to work well in a team environment, as well as alone
• Can shift modes easily and interact with all walks of life
• Must be available to work weekends and holidays, flexibility is needed.
• Must have reliable transportation.
• Must demonstrate the ability to effectively manage time, prioritize tasks and work within deadlines