The Customer Service Quality Assurance Analyst (CSQAA) is responsible for assessing the quality of the performance of our Customer Service Specialists who assist our residents and customers. The CSQAA will monitor inbound and outbound calls, Email and Chat responses to assess Customer Service Specialists demeanor, technical accuracy, customer service performance, and conformity to Detroit Water and Sewerage Department policies and procedures. The CSQAA will assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials to enhance our Resident and Customer’s experience.

Examples of Duties

Essential Functions/Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Provides feedback of monitored calls to CSS for did well and do differently coaching.
• Provides timely recommendations; verbal and written to CSS and leadership
• Uses tools to gather data and trends affecting quality
• Reports results of evaluations to appropriate stakeholders
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, and others to ensure scoring consistency and best practices.
• Participates in internal quality audits designed to improve overall contact quality and recommend changes.
• Maintains strong program knowledge base; basic understanding of services and/or program strategies
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete CSS duties to keep current on programs
• Support management focus on review of key drivers, metrics, and operational processes (including Training) that drive Balanced Scorecards
• Participates in design of call monitoring formats and quality standards
• Uses quality monitoring data management system to compile and track performance at team and individual level
• Deliver presentations, either in person or virtually, to new hires, the Executive Management Team, and the Board of Water Commissioners as needed.

Minimum Qualifications

Qualifications:

• Outstanding customer service skills and dedication to providing exceptional customer care
• Ability to work in a team environment
• Must be self-motivator and self-starter
• Excellent verbal, writing and communication skills
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be able to effectively deal with people at all levels inside and outside of the organization
• Experience with coaching and training individuals or groups preferred
• 2 years Customer Service Experience
• Ability to negotiate, suggest and implement change within the organization
• Spanish, Arabic and or Bengali speaking a plus
• Bachelor's Degree or equivalent work experience in related field
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines
• Detail-oriented
• Mentor and coaching experience within a call center environment