Customer Support Quality Analyst Vertafore, Inc.
THIS JOB HAS EXPIRED The Customer Support Quality Analyst will ensure Vertafore?s Customer Support teams are consistently delivering a high level of service. The QA Analyst will develop and maintain the Quality Assurance needs for Vertafore Customer Support. The QA Analyst will lead the design and implementation of the quality assurance program. Specifically, the QA Analyst will monitor and evaluate interactions and related documentation between Customer Support employees and external customers.
WHO ARE YOU?
You have extensive experience monitoring and evaluating Customer Support interactions (calls, chats, cases, and e-mails), and corresponding documentation using quality assurance guidelines and provide feedback to Customer Support Representatives and/or Management on quality
You enjoy identifying gaps in process, training, and knowledgebase content based on results of quality assurance evaluations and escalate as appropriate valuations
You have designed and implemented formal Quality Assurance programs to monitor the quality of interactions in Customer Support
You have developed and maintained quality performance evaluation methodology for customer interactions, CRM documentation, knowledge base articles, and work items submitted to development by Customer Support Representatives
You really enjoy benchmarking and evaluating quality assurance best practices and techniques within customer support industry
QUALIFICATIONS AND REQUIREMENTS
3-5 years of experience of Quality Assurance in a Contact Center / Customer Support environment
Strong organizational skills, flexibility, and ability to change priorities rapidly
Ability to make decisions, work independently with minimal supervision, and multi-task on multiple projects
Excellent verbal and written communication skills, including the ability to distinguish nuances that can provide insight into interaction quality
Ability to act closely and as a peer with all levels of Support management team in the development, deployment, and maintenance of the QA program
Experience with creating and implementing quality monitoring and quality assurance evaluation program
Working knowledge of interaction recording / quality monitoring solutions
Commitment to work a variety of work schedules to cover Monday ? Friday, 4am ? 7pm Pacific time
Formal coursework on interpersonal communication, customer service skills, and/or related topics
Vertafore Company Overview
Vertafore, Inc. is a leading provider of software and information to the insurance industry including independent agents, brokers, MGAs, carriers and reinsurers. For more than 30 years, Vertafore has leveraged a unique industry presence to deliver meaningful solutions?powerful technology, critical information and robust insights to help organizations effectively respond to business challenges and capture new opportunities. Vertafore solutions have helped more than 17,000 customers and 500,000 end users gain a competitive advantage to accelerate their business performance.
Currently, over 1,200 employees nationwide, with continued growth plans well into the future. Our corporate headquarters are in Bothell, WA with offices nationwide. We offer competitive compensation and benefit packages along with 18 days PTO/10 paid holidays, free parking and company sport teams and much more. A big advocate of training, development and promoting from within, we have a vested interest in our employees.
Vertafore is privately held by TPG Capital, the global buyout group of TPG, a leading private investment firm with a long-standing global presence. Founded in 1992, TPG Capital has $48 billion of assets under management and has extensive experience with global public and private investments executed through leveraged buyouts, recapitalizations, spinouts, growth investments, joint ventures and restructurings.
||Bothell, WA |
THIS JOB HAS EXPIRED