Quality Analyst
Dun & Bradstreet
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
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.
Requirements
- 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.