Position : Customer Service QualityAnalyst

Location : MIDetroit48226

Duration : 6Months

Shift : Regular

Pay Rate : $25.00 / hr

Job Summary :

• Monitors and documents data to assist in analyzing andmonitoring the quality of work performed providing feedback andanalyzing root cause analysis.
• Appliesknowledge / skills to a range of moderately complexactivities.

Key Accountabilities

• Analyzes data and assesses onsite / offsiteactivities programs and processes to provide comprehensive reportsand make recommendations for improvement to management on a regularbasis regarding productivity and work statistics.
• Identifies process breakdowns and makes recommendationson improvements
• Assesses customer serviceactivities such as bill adjustments collections activities billprinting etc. that could affect productivity satisfaction or safetyto ensure they are appropriately completed.
• Monitors and evaluates performance for customer contactinteractions using designated systems and processes.
• Provides feedback and training to employees regardingwork quality processes policies procedures and professionalism withcustomers.
• Inspects and monitors qualityrequirements in accordance with the company
• Quality Management System manual policies procedures andprogram specifications.
• Observes workoperations for compliance with applicable quality and safetyregulations
• Minimum Education and ExperienceRequirements
• High School Diploma orequivalent
• 3 years experience in a CustomerServicerelated field (i.e. telephone representative billing analystRM&P or in a meter reading field)
• OtherQualificationsPreferred
• Bachelorsdegree

Other Requirements

• Familiar with the use and application of various billingcollection systems for managing outside collectionagencies.
• Ability to interpret various reportsand recognize trends and offer solutions
• Clearconcise communication skills
• Computerproficiency including Microsoft Office and Windows
• Occasional travel is expected for thisposition
• Ability to work independently withinnovation and initiative
• Contractor wouldalso be responsible for
• Weekly operationalreporting
• Weekly team huddleupdates
• Supporting our collection vendorcampaigns inquiries and requests for documents
• Collaboration with accounts payable on collection vendorinvoices
• Investigating and resolvingcollection system defects
• Collectionprocess / data analysis

Last updated : 2024-04-26