Customer Support Quality Analyst

Populus is an amazing company where our employees stay because they love their teams and the growth opportunities. Additionally, we offer a competitive 401K match, a generous paid time off package, and Health Benefits.

Our mission is to provide a broad range of quality financial products and services delivered with best-in-class customer service. We work and lead with integrity, and we celebrate employees who exemplify our values. Come join our team!

The Customer Support Quality Analyst is responsible for evaluating the performance of customer support operations across retail stores and e-commerce service channels. This role is essential in identifying areas for improvement in service quality and performance. The analyst will recommend actionable changes to improve service levels and will collaborate in the development of training materials. The Customer Support Quality Analyst will contribute to enhancing quality assurance programs across customer support functions.

Major Responsibilities

• Monitor inbound and outbound calls to assess employee demeanor, technical accuracy, customer service quality, call documentation and adherence to Populus Financial’ s policies and procedures.
• Perform quality reviews for internal and external contact centers.
• Provide daily and weekly reports to management, identifying issues and offering potential solutions.
• Track quality issues and provide feedback to call center managers.
• Identify and recommend updates to the quality review guidelines as processes/procedures evolve for phone representatives.
• Identify and recommend enhancements to coaching and training materials to enhance overall customer experience.
• Develop and maintain procedural documents for the contact centers.
• Support Customer Service and Help Desk teams with inbound and outbound calls as assigned.
• Perform other duties as assigned.

Key Competencies

• Strong communication skills
• Highly organized with attention to detail
• Analytical mindset
• Adaptable to change
• Ability to adapt to changes and demonstrate flexibility in a fast-paced environment
• Customer-focused mindset with strong problem-solving skills
• Excellent listening, analytical, and time-management skills
• Ability to follow precise procedures and guidelines

Interactions

Direct Report Title - N/A

Indirect Report Title - N/A

Other Internal/External Interactions

• Field Employees
• Management

Minimum Qualifications

• High school diploma or equivalent required
• 2 years of experience in a contact center and/or customer care role, preferably in consumer financial services
• Proficient with computer systems and standard software applications, . MS Office suite
• Experience with processes and procedures documentation is a plus
• Availability to work flexible hours, including evenings and weekends, as required
• Prior experience in a contact center preferred
• Excellent listening, analytical, and time-management skills
• Skilled in identifying issues, gathering relevant information, and evaluating solutions from multiple data sources
• Ability to maintain confidentiality and professionalism at all times

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major responsibilities.

While performing the duties of this job, the employee is regularly required to sit, stand or walk; use hands to finger, handle, or feel; reach with hands and arms; stoop or bend; and talk or hear. The employee must occasionally lift and/or move up to 50 lbs. Must have appropriate vision to see up close, and at a distance with ability to adjust vision and focus.

Position Type/Expected Hours of Work

This is a full-time position, days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. CT. This position might require after hours and weekend work.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in some work environments can be moderate.

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted, as a comprehensive inventory of all duties, responsibilities, qualifications required of employees assigned to this job.

EEO Statement

Populus Financial Group is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. In compliance with applicable law, Populus Financial Group does not discriminate against any applicant or employee on the basis of race, color, religion, creed, sex, sexual orientation, gender (including gender nonconformity and status as a transgender or transsexual individual), national origin or ancestry, ethnicity, age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, pregnancy status, or any other protected classification. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotions, discipline, compensation, benefits, and termination of employment.