Job Title:

Quality Analyst (B2B Sales)

Job Description

The Quality Analyst is responsible for monitoring and evaluating inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. This position assists in the output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

You Will

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email

Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)

Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices

Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes

Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies

Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)

Contribute to maintaining forms and legends documents

Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

You Have

Associates Degree in related field from a four-year college or university with 3-5 years of experience preferred.

Strong attention to detail.

Self-starter, sense of urgency and works well under pressure.

Demonstrated ability to multi-task and meet timelines and deliverables.

Proficient in Microsoft Office.

Strong communication skills, both written and verbal.

WHAT'S IN IT FOR YOU

One of our Concentrix Culture Statements says, \"We are fanatical about our staff.\" That's why we significantly invest in our people, our infrastructure, and our capabilities to ensure long-term success for both our teams and our customers. And we'll invest in YOU to aid in your career path and in your personal development. In this role, you'll also be provided with:

Lucrative Sales Bonus and Performance Incentives

Referral Bonuses

New Employee Training will include both in person onsite work days and work at home – Specific days for onsite attendance and work at home during training will be communicated to candidates if hired

Equipment provided

US Full benefits – 401K (U.S. ONLY) medical, dental, vision, and an employee assistance program (EAP) and more

The opportunity to shine in and grow your career with clear paths for development – we invest in you

Networking and leadership opportunities with Staff Resource Groups such as Network of Women, Black Professionals Network, Pride, and Ability

Mentorship programs to help you create the strong foundation to a rewarding career

Global citizenship, sustainability and team event opportunities that help you make a difference in your community and beyond

Trained wellness partners to support you as well as wellness training opportunities

Location:

USA Farmington Hills MI

Language Requirements:

English (Required)

Time Type:

Full time

Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.

For more information regarding your EEO rights as an applicant, please visit the following websites:

•English

•Spanish

To request a reasonable accommodation please click here.

If you wish to review the Affirmative Action Plan, please click here.