Quality Analyst

Dun & Bradstreet

full-time

Posted on: 9/24/2025

Origin: • 🇺🇸 United States • Florida

✨ AI Apply

Mid-LevelSenior

BigQuery

About the role

Monitor and evaluate customer service interactions to ensure compliance with quality standards and identify areas for improvement.
Utilize automated quality monitoring tools such as CallMiner to streamline evaluation processes and generate actionable insights.
Perform text analytics on customer feedback and interaction transcripts to uncover trends and sentiment.
Develop and maintain dashboards and reports using Power BI, PowerApps, and BigQuery to support data-driven decision-making.
Collaborate with cross-functional teams including Operations, Training, and Technology to implement quality improvement initiatives.
Provide regular feedback and coaching to customer service representatives based on quality findings.
Assist in the development and refinement of quality scorecards and evaluation criteria.
Support root cause analysis and continuous improvement efforts using structured problem-solving methodologies.
Apply process improvement methodologies (Six Sigma, TQM, etc.) to quality programs.

Undergraduate Degree or equivalent work experience required (6-10 years).
Prior experience working as an Analyst in a Contact Center environment.
Knowledge of D&B Global Customer Services, or experience in a similar environment, is preferred.
Ability to prioritize workload and work autonomously, while maintaining excellent attention to detail.
Ability to work independently and with diverse teams, in a dynamic environment, as part of a global team while managing multiple priorities.
Experience in process improvement methodology, Six Sigma, TQM, ETC.
Experience with automated quality monitoring tools such as CallMiner.
Experience performing text analytics on customer feedback and interaction transcripts.
Experience developing and maintaining dashboards and reports using Power BI, PowerApps, and BigQuery.