Asurion

Quality & Insights Analyst

Asurion

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Junior

Tech Stack

AndroidiOSSQL

About the role

  • Conduct call/interaction monitoring evaluations on Expert’s calls using current Quality program guidelines.
  • Review data and interactions to support the ongoing maintenance of AI-driven tools.
  • Conduct thorough and accurate audits of machine and expert performance to identify trends and needed enhancements.
  • Create appropriate documents that provide traceability for others to determine readiness, work-around processes, and modifications needed in toolsets.
  • Communicate and document any known issues or risks and escalate to leadership as appropriate.
  • Present results in a clear, concise, and compelling manner.
  • Maintain a customer-focused mindset to ensure our work meets the needs of our Experts, external customers, and the business.
  • Conduct an audit of the auditor evaluation, which rates the initial auditor’s adherence to the Quality program standards.
  • Evaluate a minimum number of interactions daily, based on set standards for interaction type.
  • Research escalated customer complaints and provide readouts to Operations or Client Services.
  • Adhere to Expert and customer privacy expectations.
  • Attend relevant new hire training classes to inform Experts of the Quality process.
  • Contribute to quality scorecard evaluations used in monthly, quarterly, and annual performance reviews.
  • Interface closely with Quality Manager and Quality Coach to champion required projects to successful completion.
  • Participate in weekly calibration sessions and relevant trainings to stay informed of any client changes.
  • Host listening sessions with Quality, Operations, or Client Services.
  • Provide readouts on Quality performance per Line of Business (LOB).
  • Support additional work efforts for other departments, including phone time, detractor callbacks, and special projects to understand the voice of the customer.
  • Perform other duties and special projects as assigned.

Requirements

  • 6 months+ hands-on experience in a technical contact center environment.
  • High-energy and a desire to work in a results-oriented, fast-growth environment.
  • Superior quantitative skills, analytical skills, and a passion for achieving practical business and customer impact.
  • Ability to effectively prioritize tasks to meet deadlines.
  • Strong understanding of Generative AI technologies and their applications preferred.
  • Bachelor’s degree in business or a related field preferred. Equivalent relevant work experience may be considered in lieu of degree.
  • Must have prior call center and customer service experience.
  • Bilingual (English/Spanish or English/French) is a plus.
  • Demonstrated ability to consistently achieve all performance metrics, including overall call performance, issue resolution, quality, and compliance.
  • Proven track record of good attendance and ability to consistently maintain attendance percentage at or below expectation.
  • Must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans on file.
  • Possesses working knowledge of Microsoft Windows, Apple OSX, Android, iOS, Windows Phone, BlackBerry OS, and Microsoft Office.
  • Excellent verbal and written communication skills, along with the ability to interact with internal and external parties at various levels within the organization.
  • Intermediate to advanced typing skills required.
  • Experienced in various systems as required. May include QFiniti, PowerBI, Microsoft Flow, SQL Studio, Twilio Flex.
  • Proficient in Microsoft Office Suite; expert skill level in Excel, PowerPoint, PowerBI.
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
call monitoringdata analysisauditingGenerative AIperformance metricstyping skillsSQLPowerBIMicrosoft ExcelMicrosoft PowerPoint
Soft Skills
analytical skillsprioritizationcommunication skillscustomer-focused mindsetteam collaborationproblem-solvingattention to detailadaptabilityresults-orientedinterpersonal skills