isolved

Customer Service QA and Training Analyst Jobs at isolved

Customer Service QA and Training Analyst Jobs at isolved

Sample Customer Service QA and Training Analyst Job Description

Customer Service QA and Training Analyst

Why Work Here

  • Headquarters is in Charlotte, NC
  • Recently expanded to nearshore
  • isolved ranked for SMB Payroll in 2023 Sapient Report
  • Voted top places to work in USA 2023

Job Description

The isolved Customer Service QA and Training Analyst is responsible for analyzing and identifying areas of service improvements and developing programs that improve the overall quality of the customers experience when interacting with the customer support teams. This individual will monitor inbound and outbound call and emails responses to assess the customer support representative's demeanor, technical accuracy, customer service performance and conformity to company policies and procedures.


Core Job Duties

  • Analyzes / audits service team transactions (calls, emails, customer service surveys) to identify areas of service delivery that did not meet pre-established performance standards within the department.
  • Participates in design of call monitoring formats and quality standards.
  • Provides structured and timely recommendations; verbal and/or written feedback to the customer support representatives, support team managers and the leadership team.
  • Performs mock calls with new hires post-training to determine readiness for moving into support.
  • Develops and conducts targeted group coaching sessions for CSR's that address service quality deficiencies and/or improvement opportunities.
  • Uses customer service expertise to assess existing practices and procedures for process improvement opportunities.
  • Uses Virtual Call Center and NetSuite tools to gather data and analyze trends or patterns affecting quality.
  • Collaborates with team managers to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Expected travel less than 15% of the time
  • Perform other duties as assigned by the Sr. Manager and leadership team.

Minimum Qualifications

  • 3-5 years in client facing roles, understanding of and experience with Human Capital Management systems, knowledge of SaaS technology
  • 3-5 years of experience in customer service and/or business process/technology support required
  • Excellent written, verbal, analytical and communication skills
  • Experience in coaching and training individuals or groups required
  • Experience working with Virtual Call Center (8x8), NetSuite and other service tools required
  • Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time
  • Must adapt well to change and successfully set and adjust priorities as needed
  • Must be proficient with Microsoft Office (intermediate Word and Excel)
  • BA/BS or equivalent business experience required.

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.


EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.


Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.


Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.


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In order to provide equal employment and advancement opportunities to all individuals, employment decisions at isolved will be based on merit, qualifications, and abilities. isolved does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for this position with our organization, please email Careers@isolvedhcm.com.

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