Insperity provides the most comprehensive suite of scalable HR solutions available in the marketplace with an optimal blend of premium HR service and technology. With more than 90 locations throughout the U.S., Insperity is currently making a difference for thousands of businesses and communities nationwide.
Behind our success is the unshakeable belief in the value of our people. We value diversity, inclusivity and a sense of belonging. We celebrate work and life events, and we partner with our clients and communities to make great things happen.
We have received recognition numerous times as a top place to work, most recently ranking on U.S. News & World Report’s “Best Companies to Work for 2024” list, and Glassdoor’s “Best Places to Work in the U.S. 2023” list. There is no better time to be a part of Insperity, and our best work is yet to come. Learn more at Insperity.com.
Why Insperity?
Flexibility: Over 80% of Insperity’s jobs have flexibility. We want your time to have balance, whether it’s spent with coworkers, clients, family or your community.
Career Growth: Insperity provides many ways to grow with the company. We offer continuous learning programs, mentorship opportunities and ongoing training.
Well-Being: Our total rewards package includes generous paid time off, top-tier medical, dental and vision benefits, health & wellness support, paid volunteer hours and much more. We take care of our people so that you can do your best work.
Quality Development Analyst, Contact Center
We are currently seeking a Quality Development Analyst, Contact Center to join our team.
The Contact Center Quality Development Analyst ensures exceptional customer service across various queues, such as voice, chat, and email. This position is responsible for monitoring, evaluating, analyzing, and recommending improvements to all quality-related Contact Center standards, processes, tools, and initiatives to continuously improve the overall customer experience.
Responsibilities:
- Conducts quality-related reviews and listens to and evaluates recorded customer interactions to ensure proper handling and compliance with Contact Center guidelines and standards.
- Develops and implements call monitoring methodologies and sustainable, repeatable, and quantifiable process improvement initiatives following industry best practices.
- Evaluate the effectiveness of tools, scripts, resources, and procedures and make recommendations for improvements.
- Provides specific feedback to team leadership/management regarding areas of opportunity.
- Collects, analyzes, and reports activity data; measures the effectiveness of existing contact center standards, processes, tools, and initiatives; and develops and recommends improvements to increase productivity, efficiency, and customer satisfaction.
- Develops, maintains, and executes a strategic plan to continuously improve customer experience and satisfaction.
- Analyze customer service metrics and assess how team performance affects KPIs.
- Capture and identify trends in quality reviews and maintain trend reports.
- Participates in calibration sessions to maintain consistency in internal assessments.
- Partners with Training and Escalations personnel to address knowledge/skill gaps identified by reviewing call, chat, and email queue interactions.
- Serve as an intermediary for escalations from agents and customers.
- Collaborate with internal teams to develop process controls, standard operating procedures (SOPs), and supporting documentation for training, onboarding, and customer support.
- Participate in team meetings to discuss customer service trends, agent review feedback, and quality management strategies.
- Steps in to assist with customer queues when additional support is needed due to high volumes.
Qualifications:
- High School Diploma is required. Bachelor’s Degree or equivalent work experience is required.
- Three to five years of experience in a contact center environment and/or business process analysis is required. One year of experience in a quality-related role is preferred.
At Insperity, we celebrate the diversity of our employees and our leadership. Insperity is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
