About this role
The Technical Quality Analyst II will be responsible for participating in the development and improvement of call monitoring formats and quality standards for Rheem NA CX, including 3rd party vendors; performing call monitoring and review of customer interactions; and providing performance data to CX supervisors, managers, and vendor management. This role utilizes the quality monitoring program to compile and track performance at individual, functional, and departmental levels, leverages VOC data for insights and targeted coaching, reviews and audits supervisor evaluations, and conducts regular calibration sessions.
This position will serve Rheem North America business, located in Montgomery, AL. This role follows our hybrid work arrangement with team members working in the office Monday through Thursday and remotely on Fridays.
- Bachelors Degree in related field
- 3+ years of experience in call center quality monitoring, training, or supervision
- Strong background in call recording, quality monitoring, and call center reporting software
- Demonstrate experience in analyzing call center reports and their relationship to call coaching opportunities
- Proficiency with PC hardware and software programs (Word/Excel/Access/Power Point)
- Experience in assessing skill set development needs to improve soft skills and customer experience
- Strong interpersonal skills
- Good project management skills
- Strong analytical skills
Demonstrate ability to work well with others in a team environment
PREFERRED EDUCATION/EXPERIENCE:
- Prior experience in role serving the manufacturing industry
- Certifications in call center industry
As a leader at Rheem, how you achieve results is as important as the results you achieve. While LEADING SELF, you will be expected to demonstrate the following competencies and behaviors:
- Adapting
- Business Understanding
- Collaborating
- Communicating Effectively
- Continuously Improving
- Customer-Orientation
- Developing Self
- Focusing on Results
- Influencing
- Managing Relationships
- Managing Work
- Problem Solving & Decision Making
#LI-MA1
#LI-Hybrid