CSP Project Analyst II | 5 Years Call Center Experience - Louisville

Company: Resideo
Other Job Openings at the Company: The company has other active jobs (15)
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Location: Louisville, USA
Employer Email: *********@*******.com (View email)
JOB DESCRIPTION
Requirements:
The Quality support analyst works with all of C&PS to continuously improve our quality support. Evaluating verbal customer interactions and auditing written customer interactions. Improving NPS, CES and VOC scores to achieve World class customer support.
Must have:
Associates degree or 5 years call center customer escalated support experience
2 years call evaluation experience
Responsibilities:
Evaluate soft skills on customer recorded interactions
Audit written customer interactions
Complete daily required customer interaction evaluations and auditing
Communicate and report analytics from customer surveys (VOC, CES and NPS scores)
Conducts Voice of the Customer (VOC) survey follow up calls
Courtesy
Calls to customers following an interaction including on- Ite services
Customer support management pertaining to unresolved requests
Participate in continuous professional training
Recognize workflow issues and make recommendation to enhance support
Ability to work independently as well as with a team to ensure deadlines and priorities are met
Benefits:
Medical, Dental, 401K



JOB TYPE
Work Day: Full Time
Employment type: Permanent Job
Salary: Negotiable
Positions available: 1


JOB REQUIREMENTS
Minimal experience: Unspecified
Gender: Indistinct



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