Note: The job is a remote job and is open to candidates in USA. Vitu is a leading innovator in Vehicle-to-Government (V2Gov) technology, transforming the interaction between vehicles, businesses, government, and drivers. The Client Service Quality Analyst I is responsible for ensuring the quality of agent interactions with clients through evaluation and coaching, identifying trends, and optimizing performance.
Responsibilities
• Performs call monitoring and recording and/or review of client processes.
• May engage directly with Client Service agents to provide specific coaching or training.
• Defines and recommends improvements related to call handling.
• Gains familiarity with Client Service Quality concepts, practices, and methodologies.
• Reviews and contributes to the team’s process for call and case management.
• Reports on the team’s and individuals’ progress against selected metrics and performance measures.
• Provides timely feedback to team members based on daily quality reviews.
• Learns and applies company Client Service Quality’s processes and procedures.
• Assists with special projects as assigned.
Skills
• 1+ years Quality Assurance experience OR 2 years work experience.
• Must possess effective communication and process management skills.
• Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
• Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.
• Other duties as needed or required.
• College degree preferred or commensurate work experience.
• Ability to identify problems and initiate corrective actions and preventative actions.
• Perceptual and analytical problem solving relating to removal of obstacles.
• Manage routine questions relating to quality processes and procedures.
• Follow up skills. Ability to manage and respond to multiple open issues.
• Able to work independently with little direction and multi-task while being extremely productive and timely.
• Identify, initiate, and implement process improvement projects.
• Knowledge of the Effortless Experience concepts and skills.
• Ability to perform Root Cause Analysis on performance issues related to quality.
• Knowledge and/or expertise in speech analytics such as Observe AI.
Benefits
• Healthcare Coverage for you and your family covering Medical, Dental & Vision
• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Generous PTO
• Pet Insurance
• Retirement Planning
• ID Theft Insurance
• Life and Disability Insurance
• Commuter Benefits
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement
Company Overview
• Vitu is a Developer of vehicle-to-Government technological innovator It was founded in 2005, and is headquartered in Agoura Hills, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.vitu.com/.
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