Quality & Insights Analyst

Asurion

About The Position

Job Description Summary: The Quality Analyst is responsible for reviewing Expert calls and assessing both the Process and Customer Experience qualities of each call. The role involves analyzing interactions and data to ensure Generative AI & Machine Learning model output quality. Analysts will review calls and data to provide actionable feedback to various teams for improvement. What you will do: • Essential Duties and Responsibilities: • 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.
Must have prior call center and customer service experience.
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.

Nice To Haves

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.
Bilingual (English/Spanish or English/French) is a plus.

Responsibilities

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.