Senior Analyst, Quality
Company: Brother USA
Location: Memphis
Posted on: June 25, 2022
Job Description:
Let's Grow TogetherOur mission is to live our "at your side"
promise and simplify and enrich the lives of our customers,
employees, and communities. "At your side" is more than a slogan to
us; it's the purpose we do our best to fulfill every day. With a
legacy spanning over a century, this is a great place to launch or
expand any career and push the boundaries of what comes next. We're
committed to achieving shared success, and we provide opportunities
for you to develop through experience, exposure and education. Our
people have always leveraged their unique perspectives to keep us
on the right track for a lasting future. If you want to innovate,
learn, and grow with a global leader that builds products,
services, and a company people love, then we'll be "at your side"
every step of the way.The Senior Analyst, Quality delivers quality
assurance standards, guidance, and improvements by monitoring the
efficiency, knowledge, and skills of Brother and Vendor agents.
This position maintains, creates, and updates all documented
quality processes and procedures as required. The position also
makes recommendations to improve agent performance through changes
in procedures, answers, and system improvements. This position
works closely throughout customer service to provide coaching and
feedback to ensure customer service meets the quality standards and
maintains an industry standard program.Quality Assurance
- Manage the Customer Service Five9 QMS Quality Management System
as system administrator
- Evaluate, re-evaluate, monitor, and coach voice, email, chat
and escalated interactions on customer service skills, product
knowledge, technical skills, policy, procedure, and compliance
adherence with the auditors and representative
- Contribute to the design of call and incident quality
monitoring formats and standards
- Design, deliver and facilitate training to ensure Quality
standards are met
- Participate in vendor and internal calibration sessions to
ensure alignment and report findings to managementData Analysis
- Analyze NPS (Net Promoter Score), CSAT (Customer Satisfaction),
and CES (Customer Experience Score) data for trends, patterns, and
root cause of issues
- Develop improvement processes and track results with reports to
management
- Monitor the accuracy of agent scorecards and establish reports
on weekly or monthly basis
- Create error trend analysis, scorecards and propose immediate
action plans for agent quality improvement
- Manage relationships with internal business partners and
consults with vendors to perform quality needs analysis and
determine business and/or performance needsStrategic Alignment
- Initiate and participate in cross functional process
improvement activities
- Monitor emerging quality assurance tools, trends and standards
and makes recommendations for
adoptionQUALIFICATIONSEducationBachelor's Degree, Business
Administration, or similar degree (or equivalent
experience)ExperienceMinimum 5 years
- Customer service experience with demonstrated leadership
history and communications skillset to organize and lead meetings,
deliver presentations, and to coach and mentor representatives and
monitoring corrective actions in a contact center
environmentLicenses/Certifications
- COPC (Customer Operation Performance Centre) Certified
(preferred)Software/Technical Skills
- MS Office Suite (Outlook, Word, Excel, PPT, Teams)
- Five9 or related call quality and performance management
software
- Oracle Service CloudOther Skills/Knowledge/Abilities
- Strong organizational and time management skills
- Excellent written and verbal communication skills
- Problem solving and critical thinking with attention to detail
and follow-up
- Self-motivated with the ability to work independently and
within a team environment
- Leadership skills including constructive feedback (delivering
and receiving), ownership and accountability, and team orientation
(commitment to task, versatility)This role will be a hybrid role.
Subject to business needs, employees may work remotely up to two
days per week. Assigned office days will be determined by
managers.#LI-HybridWhat We Offer Our EmployeesWe offer an
above-market benefits package that includes a choice of Health
Insurance plans (including Dental and Vision Insurance), a generous
401(k) Retirement Savings Plan, paid holidays, paid time off (PTO),
and more! Plus, if you're considering an advanced degree that would
help you achieve your development and career goals, Brother USA
offers a highly competitive tuition reimbursement program.See what
all the fuss is about! Apply today to learn why Forbes called
Brother one of the World's Best Employers (2020) and NJBIZ called
Brother one of the Best Places to Work in New Jersey (2021)!Brother
International Corporation has earned its reputation as a premier
provider of home office and business products, home appliances for
the sewing and crafting enthusiast as well as industrial solutions
that revolutionize the way we live and work. Brother International
Corporation is a wholly-owned subsidiary of Brother Industries Ltd.
With worldwide sales exceeding $6 billion, this global manufacturer
was started more than 100 years ago. Bridgewater, New Jersey is the
corporate headquarters for Brother in the Americas. It has fully
integrated sales, marketing services, manufacturing, research and
development capabilities located in the U.S. In addition to its
headquarters, Brother has facilities in California, Illinois and
Tennessee, as well as subsidiaries in Canada, Brazil, Chile,
Argentina, Peru and Mexico. For more information, visit
www.brother.com.Brother International Corporation ("Brother") is an
equal opportunity employer and does not discriminate or make
employment decisions on the basis of race, color, religion, sex,
disability, or any other characteristic protected by applicable
state or federal laws. If you require any physical or other
assistance in completing this application, a reasonable
accommodation will be made upon request.
Keywords: Brother USA, Memphis , Senior Analyst, Quality, Professions , Memphis, Tennessee
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