Customer Service Quality Analyst

Position: Customer Service Quality Analyst

Location: MI Detroit48226

Duration: 6 Months

Shift: Regular

Pay Rate: $25.00/hr

Job Summary:

• Monitors and documents data to assist in analyzing and monitoring the quality of work performed providing feedback and analyzing root cause analysis.
• Applies knowledge/skills to a range of moderately complex activities.
• Proactively identifies solutions to nonstandard requests and solves moderately complex problems independently; works with team to solve complex problems.

Key Accountabilities

• Analyzes data and assesses onsite/offsite activities programs and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics.
• Identifies process breakdowns and makes recommendations on improvements
• Assesses customer service activities such as bill adjustments collections activities bill printing etc. that could affect productivity satisfaction or safety to ensure they are appropriately completed.
• Monitors and evaluates performance for customer contact interactions using designated systems and processes.
• Provides feedback and training to employees regarding work quality processes policies procedures and professionalism with customers.
• Inspects and monitors quality requirements in accordance with the company
• Quality Management System manual policies procedures and program specifications.
• Observes work operations for compliance with applicable quality and safety regulations
• Minimum Education and Experience Requirements
• High School Diploma or equivalent
• 3 years experience in a Customer Servicerelated field (i.e. telephone representative billing analyst RM&P or in a meter reading field)
• Other QualificationsPreferred
• Bachelors degree

Other Requirements

• Familiar with the use and application of various billing collection systems for managing outside collection agencies.
• Ability to interpret various reports and recognize trends and offer solutions
• Clear concise communication skills
• Computer proficiency including Microsoft Office and Windows
• Occasional travel is expected for this position
• Ability to work independently with innovation and initiative
• Contractor would also be responsible for
• Weekly operational reporting
• Weekly team huddle updates
• Supporting our collection vendor campaigns inquiries and requests for documents
• Collaboration with accounts payable on collection vendor invoices
• Investigating and resolving collection system defects
• Collection process/data analysis