Quality Assurance Analyst
Based in: Princeton, NJ
Reports to: Quality Assurance Manager
Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met which Includes the management of weekly/monthly evaluations, and working in compliance with all existing QA Criteria Documents for all channel interactions
Utilize quality assurance data to analyze and identify trends and skill gaps to 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 agent performance
Process and distribute Customer Experience Investigations (CEIs) to the 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
Strong analytical capabilities and communication skills with practical experience using MS Office, particularly Excel
Skillset with Google Suite of Products
Strong business writing skills
Strong soft/people skills for effective collaboration with colleagues and teams across business lines
Willingness to travel, the expectation will be that this role will require regular visits to each contact center
Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management
Experience in coaching and developing team members
Excellent presentation and knowledge transfer skills
Comprehensive Healthcare Plans
Paid Time Off
Comprehensive Insurance Plans
Family Care Benefits
Commuter Transit Program
Employee Referral Program
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.
Dow Jones , Making Careers Newsworthy
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
Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.
This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.
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Req ID: 23681