Senior Analyst, Contact Center Quality
Brother USA

Job Info

---

Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

The Senior Analyst, Quality delivers quality assurance standards, guidance, and improvements by monitoring the efficiency, knowledge and skills of Brother and Vendor agents. This position maintains, creates, and updates all documented quality processes and procedures as required. The position also makes recommendations to improve agent performance through changes in procedures, answers, and system improvements. This position works closely throughout customer service to provide coaching and feedback to ensure customer service meets the quality standards and maintains an industry standard program.

Duties and Responsibilities

Quality Assurance
* Manage the Customer Service Five9 QMS Quality Management System as system administrator
* Evaluate, re-evaluate, monitor, and coach voice, email, chat and escalated interactions on customer service skills, product knowledge, technical skills, policy, procedure, and compliance adherence with the auditors and representative
* Contribute to the design of call and incident quality monitoring formats and standards
* Design, deliver and facilitate training to ensure Quality standards are met
* Participate in vendor and internal calibration sessions to ensure alignment and report findings to management

Data Analysis
* Analyze NPS (Net Promoter Score), CSAT (Customer Satisfaction) and CES (Customer Experience Score) data for trends, patterns, and root cause of issues
* Develop improvement processes and track results with reports to management
* Monitor the accuracy of agent scorecards and establish reports on weekly or monthly basis
* Create error trend analysis, scorecards and propose immediate action plans for agent quality improvement
* Manage relationships with internal business partners and consults with vendors to perform quality needs analysis and determine business and/orperformance needs

Strategic Alignment
* Initiate and participate in cross functional process improvement activities
* Monitor emerging quality assurance tools, trends and standards and makes recommendations for adoption

QUALIFICATIONS

• Bachelor's Degree (or equivalent experience) Business Administration or similar degree
• Minimum 5 years Customer service experience with demonstrated leadership history and communications skillset to organize and lead meetings, deliver presentations, and to coach and mentor representatives and monitoring corrective actions in a contact center environment
• MS Office Suite (Outlook, Word, Excel, PPT, Teams)
• Five9 or related call quality and performance management software
• Oracle Service Cloud
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Problem solving and critical thinking with attention to detail and follow-up
• Self-motivated with the ability to work independently and within a team environment
• Leadership skills including constructive feedback (delivering and receiving), ownership and accountability, and team orientation (commitment to task, versatility)
• Outstanding customer service skills and dedication to providing exceptional customer care
• Must adapt well to change and successfully set and adjust priorities as needed

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.

This job has expired.