Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met
Includes the management of weekly/monthly evaluations
Work in compliance with all existing QA Criteria Documents for all channel interactions
Utilize quality assurance data to analyze and identify trends and skill gaps and recommend to management countermeasures to optimize the customer experience
Deliver monthly statistical reporting to share knowledge with the management team and for use in monthly KPI (Key Performance Indicator) meetings
Develop contact calibration approaches that will foster alignment with stakeholder auditors. Schedule and lead recurring calibration sessions across business lines
Responsible for meeting internal audit and calibration deliverables
Must distribute a written summary of learnings and agreed actions
Create, assign and report errors and coaching opportunities that will enable improvement in overall performance
Process and distribute Customer Experience Investigations (CEIs) to management team as needed when customer interaction standards are not met
Work closely with the Training Team to share knowledge of skill deficiency trends and coaching opportunities to drive improvement in training modules
Handle and track ad hoc requests and additional assignments as required
Stay informed on product and procedure enhancements needed to properly evaluate calls by attending training, monitoring wiki posts and updates, and reviewing pertinent email communications for impact to the QA workflow
Educate all new Customer Service personnel on the Quality Assurance Program globally.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .
Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com . Please put “Reasonable Accommodation" in the subject line.
Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE
Job Category: Data/Content Group
Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 125 years and today has one of the world’s largest news gathering operations globally. It produces leading publications and products including the flagship Wall Street Journal, America’s largest newspaper by paid circulation; Factiva, Barron’s, MarketWatch, Financial News, DJX, Dow Jones Risk & Compliance, Dow Jones Newswires, and Dow Jones VentureSource.Dow Jones is a division of News Corp (NASDAQ: NWS, NWSA; ASX: NWS, NWSLV).
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Req ID: 17286