Quality Analyst - Percepta - Internal Only

Requisition Title

Description

At Percepta, we bring first-class service across each market we support. As a Quality Assurance Specialist in Dearborn, MI, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing
The Quality Specialist is responsible for monitoring and evaluating. This includes monitoring interactions with customers, coaching (if applicable for program), and tracking the measurable delivery of quality service and care to ensure client and program standards are maintained or exceeded. Also, supporting Academy Bay, meeting attendance (as needed), meeting/exceeding the monthly expectation for operations support and special assignments as assigned, while also maintaining an expected level of calibration with regards to production.

During a Typical Day, You’ll

• Promote teamwork and help develop a program culture within the department and throughout the program that is founded upon exceptional customer service

• Actively work towards QA Department goals and implementation of processes

• Participate in calibration sessions and meetings with Training and Operations

• Prepare performance evaluations of the Representatives and interactions with customers to help the employees get a better sense of their strengths and opportunities for development

• Evaluate performance in accordance with standards and with the intent of helping our representatives

• Suggest improvements to improve the customer experience

• Monitor live and/or recorded agent interactions with customers to ensure adherence to client and Percepta standards

• Conduct 1-1 coaching sessions with representatives to deliver feedback, if applicable

• Complete special projects and developmental opportunities for assigned programs

• Participate in any Operational re-current training and departmental meetings to stay abreast of changes within the program

• Quality Specialist will be scheduled to support Operations each month. Responsibilities could include, but are not limited to:

o Contact Handling Time

o Subject Matter Expert duties (Operational and Training)

o Re-current Training Facilitator

o Special Assignments as assigned

• Provide suggestions and recommendations for processes as needed

• Assist with the implementation of process changes

• Actively involved in own professional development, making suggestions and completing developmental opportunities as assigned

What You Bring to the Role

Education

• High School Diploma required; Associate degree preferred.

Experience

• Minimum 2 years of public relations, public affairs, sales, marketing, or customer service experience.

• 1 year of work within the automotive or luxury/hospitality industry is preferred

• Knowledge of Client Intelligence programs required

• Quality assurance experience preferred

Skills

• Data entry and proofreading skills required

• Time management skills

• Oral, written and interpersonal communication skills

• Advanced problem-solving skills

• Intermediate knowledge and execution with Microsoft applications (Windows, Outlook Word, Excel and PowerPoint)

• Able to work a flexible schedule to include extended evening and weekend hours as needed on a limited basis

• Ability to interact effectively with all levels of employees and management

• Proven ability to perform in a fast-paced environment

• Execution in quality actions and strategies

• Maintain a positive work environment that fosters team performance and supports the culture and values of the organization

Other

• Open to the possibility of relocation and the willingness to travel

• Ability to work and coach to specific program hours of operation as needed to accomplish program goals

What You Can Expect

• Health/Dental/Vision/Life Insurance

• Flexible Spending Account (FSA) and Health Savings Account (HSA)

• 401(k) with company match

• Vacation/Sick Time and Paid Holidays

• Tuition Reimbursement

• Employee Assistance Program

• Employee Discount Program

• Training and Development Programs (Percepta College)

• Employee Rewards Program (Perci Perks)

About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

Culture of Service – to be treated like you are the customer from day one

Teamwork– belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value of your contributions

Respect– a team that is accountable, dependable and gives you their full attention

Proactive– to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization

Career Growth – lots of learning opportunities for aspiring minds

Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!

Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.

Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.

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