Quality Service Analyst

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How will you make a difference to PMI?

We are looking for a Quality Analyst who will be responsible for supporting consistency and excellence in global customer experience by assessing the performance quality of various operations teams.

What you'll bring to the role:

• Participates in design of QA monitoring formats and quality standards in collaboration with operations management.
• Performs contact monitoring and the documentation of results to prepare feedback for individual agents.
• Analyzes quality results for trend identification and provides actionable data to operations management teams with recommendations as needed.
• Coordinates and facilitates calibration sessions across functional areas to ensure alignment of expectations.
• Remains up to date on all relevant process and policy related procedures and collaborates to adjust quality expectations as appropriate during operational change.
• Coaching and mentoring agents as needed to support performance improvement.
• Data and trend analysis related to team performance, including the review of AI driven dashboards and trending topic queries.
• Identification of voice of the customer and customer experience pain points as part of conversation analysis beyond just agent performance.
• Training and reinforcement activity design and delivery to address performance gaps across teams.

Role Qualifications:

• Associate or Bachelor's degree in a related field
• 3+ years of experience employing a wide variety of tools, technologies, and trends associated with a Customer Experience function.
• 3+ years of experience creating and employing efforts to measure the success of customer-facing programs.
• Strong self-awareness with the ability to navigate difficult or complex interpersonal scenarios.
• Overall understanding of business imperatives, sensitivities, and various approaches.
• Knowledge of industry standards in Customer Service and/or operations environments.
• Experienced in new and emerging digital communication platforms.
• Strong verbal/written communication, collaboration, and presentation skills (effective/successful) in an environment driven by customer service and team work.
• Capable of maintaining strong professional relationships with ability to influence all levels across the organization.
• Experience of working in an agile, dynamic, and customer-centric environment
• Proficiency in the business language for PMI (English)

• United States
• Virtual