CEC Quality Analyst II

Job Description

Job Overview :

Monitors customer interactions to ensure compliance with internal and regulatory standards. Helps provide root cause analysis to issues that impact customer satisfaction by utilizing a variety of tools. Provides actionable feedback to Customer Engagement Center (CEC) stakeholders.

Essential job duties include :

• Compile performance data and reporting in support of stakeholders. Meet regularly with these stakeholders to share data as delegated by the CEC QA Supervisor.
• Serve as a departmental SME. This includes acting as point of escalation for the QAI, and documenting changes to departmental policy. Develop and deploy tracking mechanisms that will assist the CEC QA Supervisor in assessing needed training requirements for the QAI staff.
• Assist management in the design, implementation, and monitoring of studies. This includes measuring both interactions and non-interaction task work such as queues.
• Lead calibrations with both CEC QA staff, and external stakeholders.
• Performs all other duties as assigned

Knowledge, Skills and Abilities :

Professional license, certification, specialized or technical training

Schedule Requirements :