Call Center Quality Analyst

Company History

Siskin and PermaPlate have been on the cutting edge of automotive, boat, airplane and recreational vehicle product warranty protection for years. We just celebrated our 40th birthday and continue to have crazy growth year over year. We are known in the automotive industry as being and providing the best customer experience. We are the Pros.

General Description

Our customers depend on us to be efficient, knowledgeable and empowered to resolve their issues. Our team must be all-knowing, about all things PermaPlate and how it impacts our customer’s experience. This position’s primary responsibility is to develop the strategy of the quality assurance program and execute the plan. The role of the Quality Assurance Specialist (QAS) is to monitor and assess Call Center Representatives (CSR) on the experience they are delivering during interactions across all our communication channels (voice/chat).

Key Duties and Responsibilities

Core duties and responsibilities include the following. Other duties may be assigned.

• Be an amazing listener
• Be a role model by always delivering the highest quality work.
• Be passionate, friendly and take pride in delivering an exceptional experience to all our customers.
• Be the weight on the scale of our customer experience, constantly provide a deep understanding of what is happening at ground zero in our interactions.
• Be a gatekeeper of our Critical to Quality (CTQ) and Critical to Customer (CTC); Define and provide guidelines for every construct and subconstruct inside our quality measurements.
• Be a mathematician by designing and deploying our “secret sauce” formulas to achieve the perfect scored form.
• Monitor and score the expected outcomes of Call Center Representatives according to the call flow, adjudication expectations, and the timely and accurate solutioning of customer issues.
• Lead calibration sessions and executive listening session with our internal/external partners and customers.
• Actively identify, analyze and create process improvements recommendations.
• Identify and recognize quality performance trends and communicate it to the team.
• Assist Training by providing opportunities and content for curriculum development and best practice sessions.
• Support Operations by providing reporting, remote monitors and best practices sessions.
• Be a know it all for claims adjudication, take immediate action to resolve any out of compliance issues.
• Maintain current knowledge of industry trends, concepts, practices and procedures and their impact on the business. Bring innovative ideas to processes.

SUPERVISORY RESPONSIBILITIES

This job has no direct supervisory responsibilities. However, this position requires partnership and feedback to teams and customers as it relates to quality interaction delivery.

What You’ll Gain

• Experience in leading a program in a fun, fast-growing ever-changing environment
• A generous PTO allotment gives you the freedom to check off all your bucket list items.
• Data-Driven Workplace: Dashboards. Pie charts. Acronyms. We’ve got it all.
• Health Care, we got you covered.
• 401K Match: We’ll help you prepare for your future with the manic energy of a squirrel caching acorns.
• Fast-Paced Environment: Set up shop at the corner of amazing culture and exquisite chaos.

QUALIFICATIONS

• Education: Associate degree or equivalent combination of education and experience.
• Proven leadership and delivery in the realm of quality assurance.
• Previous experience in the claim’s administration sector or automotive sales, repair or detail industry, and customer service industry or contact center world.