Call Center Quality Analyst

Provide enhanced rapid response to Product Support and Software Technical Service Support

Job Summary

We are seeking a detail-oriented Call Quality Analyst to join our team. As a Quality Analyst for Automotive Software Product Support, you will be responsible for design of quality form, transaction monitoring for the process, reporting & review, other QMS activities such as identifying pain points in the process.

Responsibilities

• Perform Transaction monitoring of the select processes
• Record and consolidate QC scores on a timely basis, identify Root causes appropriately
• Conduct coaching & feedback session for the individual & to the team on a timely and appropriate intervals
• Record CAPA and ensure learnings are shared to the team and
• Participate in calibration sessions, ensure that him/her-self meets the required accuracy scores; Demonstrate improvement trend whenever accuracy target is not met
• Prepare QA scorecards and conduct Coaching & Feedback reviews [weekly, monthly and quarterly]
• Identify overall and analyst level sample size based on historical performance
• Conduct timely review and prepare Monitoring Improvement plan
• Tracking and measuring the transaction monitoring compliance against the sampling target
• Identify areas of process improvement through the monitoring process
• Ensure Process/Product updates are communicated to analyst
• Own and contribute to the management of Complaint/Issue tracking, resolution and analysis.
• Sharing the required deliverables to client/internal stakeholders on-time
• Identify the failure modes or pain points in the process and contribute to creating mitigation plan
• Document and maintain the Complaint tracker, ensure the closure of CAPA & RCA
• Ensure the briefing of Corrective actions/ Learnings to the team from complaints, QC findings etc.

Qualifications

• HS Diploma or GED Required
• Any Graduate (3-4 years course) preferred
• 4 years of experience in QA with similar project in Automotive software support, customer service
• Proficiency in Automotive hardware and software systems with its functionality, Automotive Diagnostics & Troubleshooting
• Good understanding on Diagnostic Trouble Codes ( DTC), symptom codes, wiring diagrams, connected vehicle systems, electrical systems & infotainment systems
• Experience in handling complaints, driven to deliver an excellent customer experience through resolutions and adherence to response times

Key Skills

• Experience in working and managing communications, with multiple cross-functional teams/stakeholders
• Should have experience in identifying the CAPA, RCA and suggest appropriate actions to the Team Lead/Process Manager

Who we are

• Team oriented/team player
• Excellent critical and analytical thinking
• Well-versed in providing coaching & feedback to the team to achieve the accuracy target/reduce the errors.
• High attention to detail, and high level of professionalism
• Proactive, self-motivated, self-starter, minimal supervision
• Strong organizational, time and workflow management skills.

We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians.

Compensation and Benefits

• Pay Range Minimum: $70,000.00 per year
• Pay Range Maximum: $75,000.00 per year

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

https://www.hcltech.com/candidate-privacy-notice

Job Type: Full-time

Pay: $70,000.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Education:

• High school or equivalent (Required)

Experience:

• Quality Analyst: 4 years (Required)
• Automotive Software Support: 4 years (Required)
• Automotive Diagnostics & Troubleshooting: 4 years (Required)
• Call center: 2 years (Required)
• Call Monitoring: 2 years (Required)

Ability to Relocate:

• Troy, MI 48084: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $75,000