Quality Monitoring Analyst - Contact Center

Position Overview

The Quality Monitoring Analyst is responsible for executing the training and quality programs for the Contact Center. He/she will lead the Client Excellence program through the creation of training materials, scorecards and analytics to coach sales performance and directly influence revenue growth. The analyst will be responsible to coaching focused on the luxury sales and service experience. The Client Excellence scope includes all client touch points including, but not limited to: phone calls, chat, emails and social media responses for the Client Contact Center.

The Quality Monitoring Analyst is responsible for delivering results that are measurable and sustain KPI performance through the development of a diverse and changing workforce. The analyst may be called upon to facilitate classroom and webinar sessions. He/she will work in partnership with the Contact Center teams to develop and modify Client Excellence program content to ensure both the training and quality programs are aligned and communicated effectively and efficiently throughout the Contact Center team.

Key Accountabilities

Client Excellence (Quality Monitoring and Coaching Program):

• Support strategies that maintain consistent customer engagement via phone, email, chat and social platforms. Maintain the Client Excellence Program standards and criteria through technology and scorecard evaluations.
• Assist in Quality Scorecard Completion and Quality Platform Management
• Provide insight and partner with the management team to provide coaching and feedback to the Contact Center staff including formalized scorecard and touch bases.
• Analyze performance trends. Identify and address opportunities for development and provide needs analysis for training
• Develop coaching programs based on trends to be used in small group and large group training sessions.
• Lead coaching sessions in partnership with Contact Center management team to drive performance and increase results.

Training:

• Support onboarding and assimilation of seasonal and attrition related staffing.
• Deliver instructor led training and webinar programs related to Client Excellence
• Develop and maintain Client Excellence content including, but not limited to: presentations, manuals, e-Learnings and job aids.
• Maintain rolling calendars for Client Excellence scorecards, training and coaching that align with business cycles and strategic initiatives.

Client Experience Analytics:

• Identify key trends in staff development and performance.
• Prepare and analyze Contact Center reports related to Client Excellence. Identify and make recommendations to ensure KPIs are achieved. This includes reporting on scorecard completion and trends.
• Responsible for reporting and synthesizing trends and performance reports to inform staffing decisions.

Qualifications

• BA/BS degree or relevant work experience with 2-4 years of demonstrated training experience and/or Quality Monitoring.
• Experience with quality management applications
• 2-3 years of team coaching and development experience
• Strong communication and interpersonal skills.
• Detail oriented with the ability to multi-task and interact with all levels of employees.
• Ability to work evenings during peak training schedules 10% of the time.
• Positive and energetic with the ability to coach and develop others
• The ability to inspire trust, integrity, fairness and professionalism in staff members
• Strong facilitation, communication and interpersonal skills
• Fast learner with the ability to gain subject-matter expertise in contact center and business processes
• Strong proficiency with Microsoft Office software; technological aptitude and the ability to learn new software platforms rapidly and effectively
• Ability to design innovate training and development solution to target business problems and opportunities
• Strong proficiency with Microsoft Office software; technological aptitude and the ability to learn new software platforms rapidly and effectively
• Knowledge of luxury contact center/retail
• GIA Certified/Jewelry Expertise (Preferred)