Customer 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 Responsibilities

• Analyze/audit inbound and outbound customer calls to identify areas of service delivery that did not meet pre-established performance standards
• Coordinate and conduct targeted group training sessions for new hires and as needed for performance improvement
• Provide structured and timely feedback to team leadership and management
• Investigate customer complaints and issues, provide corrective and preventative actions
• Prepare and analyze internal and external quality reports for management staff review
• Perform other duties as assigned