Customer Service AnalystCustomer Service Analyst is responsible for assessing and auditing the quality of the performance of our customer-facing teams. They will monitor inbound and outbound calls to assess team member demeanor, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating, and implementing quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall customer Duties and ResponsibilitiesAnalyze/audit inbound and outbound customer calls to identify areas of service delivery that did not meet pre-established performance standardsCoordinate and conduct targeted group training sessions for new hires and as needed for performance improvementProvide structured and timely feedback to team leadership and managementInvestigate customer complaints and issues, provide corrective and preventative actionsPrepare and analyze internal and external quality reports for management staff reviewPerform other duties as assigned Job Qualifications Required2-3 years call center experienceExcellent verbal, written, and interpersonal communication skillsOutstanding customer service skills and dedication to providing exceptional customer serviceExceptional listening and analytical skillsSolid time management skills Education, Knowledge, Skills and Abilities PreferredBachelor degree a plusMust be proficient with Microsoft Office Job Type: Full-time