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