8x8 Customer Experience Quality Analyst in San Jose, California
The primary goal of the Quality Analyst is to help 8x8 representatives operate at optimal efficiency and improve how they interact with our customers, by developing and managing a quality program that evaluates recorded interactions, and coaching employees to close individual skill and process gaps and ensuring employees are in compliance with standardized practices.
The person in this position must have an excellent understanding of what customers expect and how to deliver a “wow” experience in a service environment. This person is responsible for monitoring, documenting, reporting, and providing feedback on the quality of customer service representatives through the review of recorded or live telephone calls, email, and chat to ensure they meet company customer satisfaction requirements and quality standards.
The QA Analyst will work collaboratively across the 8x8 CSS organization, and reports to the Customer Experience Manager.
+ + Uses quality monitoring data management system to compile and track team and individual performance.
Monitors recorded calls and evaluates interactions between 8x8 customers and support to identify gaps in process to establish quality standards that measure up to industry benchmarks.
Coordinates and facilitates call calibration sessions for Leads, Supervisors, and Managers, to ensure agreement on whether quality standards have been met, and how interactions are evaluated and scored.
Prepares quality reports by collecting, analyzing and summarizing information and trends including evaluation scores, failed processes and structured and timely recommendations to management and key stakeholders.
Drives analysis for additional strategies to achieve quality service excellence and customer satisfaction.
Work closely with the entire Customer Experience Team to identify trends
Create and occasionally delivery training to close customer experience gaps
+ + 1-3 years of quality monitoring experience, preferably in a customer service and training environment
3+ years of call center experience (email, chat or phone), preferably in a technical or telephony environment.
Impeccable spelling, grammar and excellent oral, written and interpersonal communication skills.
Exceptional listening, analytical, organizational and problem-solving skills.
Ability to negotiate change across organizational and influence others outside of own work group.
Adept at networking and building relationships with all levels of management and staff.
Experience coaching and training customer service employees.
Experience analyzing data, reporting trends, and recommending actions to drive improvement.
Strong project or program management skills.
A strong understanding of MS Excel, Visio and PowerPoint will be critical as you'll have to pull information and organize it in a compelling manner.
Ability to manage projects to completion with great attention to detail and accuracy.
Knowledge of customer service delivery metrics, business practices and quality adherence processes.
Ability to work independently, or in a team setting, with minimal supervision.
Ability to follow through and meet deadlines.
Some travel to 8x8 outsourced call centers to conduct training may be required.
College degree preferred, but not required.
Strong leadership roles and experience considered in lieu of education.
8x8, Inc. (NASDAQ: EGHT) is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing.
In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.
For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn,
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8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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Requisition Number: 2016-1623