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Location

Laguna, SC | Brazil

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Job description

Quality and Insights Analyst page is loaded

Quality and Insights Analyst

Apply locations Nuvali – Sta. Rosa, Laguna time type Full time posted on Posted 2 Days Ago job requisition id ASU0008968 The Customer Solutions Quality & Insights Analyst is a trusted subject matter expert that analyzes customer experience and assesses the quality of hub and field interactions. This position is responsible for calibrating and auditing frontline and/or leadership positions to ensure accuracy and compliance. Q&I Analysts review direct interactions and aggregate data to provide actionable feedback to various Operations and Support teams.

Location: Nuvali, Laguna

Set-up: On-site, nightshift

SKILLS/DESIRED QUALITIES

• Strong verbal and written communication skills

• Strong project and time management skills

• Ability to maintain productivity with minimal direct supervision

• Demonstrate Core Values and Leadership Principles

• Analytical, problem solving, outside-the-box and solution-oriented thinking

• Technical skills that include exporting/editing calls, eTalk/Qfiniti, Explore, Office 365, and organizing data collection plans

DUTIES & RESPONSIBILITIES

• Review and analyze Quality and compliance data to identify trends, provide recommendations, and facilitate ongoing feedback to internal teams

• Preform qualitative and quantitative analysis to understand and report on impactful trends to customer experiences and business targets

• Utilizes voice analytics software to find specific call types and create custom Qfiniti views

• Contribute to voice analytics projects that add business value

• Managing Operations survey-review and correction

• Conduct thorough and accurate audits of machine and Expert performance through call listening and observation

• Performs other duties and special projects as assigned

REQUIREMENTS

• Bachelor’s Degree or equivalent work experience in a relevant field

• Internal candidates must currently be in good standing, including meeting or exceeding goals with no current disciplinary action and/or performance improvement plans

• Minimum of 6 months previous experience in retail technology, sales, customer service, quality or related field preferred

• Microsoft Office Suite experience

• OpenText Qfiniti and Explore experience preferred

• Demonstrated ability to consistently achieve all performance metrics

About Us

At Asurion, every one of us is a leader, from individual contributors to the senior team. We utilize our 5 Leadership Principles to help align and guide us in our everyday interactions.

Put Customers First

Play A Team Sport

Take Ownership

Collaborate and Then Commit

Reach Full Potential

Asurion helps more than 300 million people around the world unlock their technology’s untapped potential. We create innovative technology solutions that help keep consumers connected, from comprehensive protection to smart tech help that redefines expertise. Partnering with leading wireless carriers, retailers and pay-tv providers, Asurion’s 16,000 employees deliver a seamless, award-winning customer experience, anticipating their needs and providing tailored services reachable within one touch.

Asurion is an equal opportunity employer. We hire the best available person for the job regardless of marital status, sex, gender orientation, age, religious belief, race, nationality and ethnic origin, color, or disability."

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