Quality Analyst

Position Title: Quality Analyst

Team/Area: Customer
Care/Contact Center

Reports To: Customer Care
Manager

NIIT Media Technologies (NMT) is
the world’s first solutions and services firm to provide media companies with
comprehensive, media industry-specific, business and IT solutions and both
front- and back-office operations delivery.
With a track record of nearly 100 years of media industry, business
process and technology expertise, NMT helps media companies enhance their
operational efficiency, reduce their operating expenses and increase their
revenue.

Job Summary

Reporting
to the Customer Care Manager, this position is responsible for monitoring contact
center interactions between NMT employees and customers; including, but not
limited to, phone calls, emails, chats, faxes, SMS messages and social media. The quality analyst will deliver feedback on
the observed interactions to customer care leadership and agents to ensure world
class customer service is delivered at every contact point. Information obtained through these monitors
will be reported on and training/coaching developed for any trends
identified. The quality analyst will
also provide back-up support for training as needed.

Primary Job Responsibilities:

Monitor interactions
between NMT employees and customers for accuracy, professionalism.

Deliver same day
feedback on observed interactions and coach to best practices.

Track and report
sessions to the Customer Care Leadership Team.

Create and
maintain reporting on quality performance for internal and external candidates.

Provide coaching
and up-training to small groups as common issues are identified.

Create training
materials to assist employees.

Assist in the new
hire and up-training process.

Lead regularly
scheduled calibration sessions with NMT leadership and clients.

Maintain an
acceptable level of system’s knowledge for the NMT Call Center and be able to
assist in calls during peak volumes.

Other duties as
required.

Travel:
Typically
less than 5% travel

Requirements:

1-3
years of contact center or relevant work experience

Strong
analytical skills and attention to detail

Excellent
oral and written communication skills

Proficient
with Microsoft Office Suite, with a focus on Excel

Strong
focus on customer service

Availability
to work varying schedules to support seven day a week operations, including
holidays.

Ability
to work in fast-paced environments, working with multiple teams and contracts,
juggling multiple projects simultaneously, multi-tasking

Ability
to perform and deliver under pressure

Must
maintain confidentiality of information concerning customer accounts, as well
as employee, data and personnel issues

Previous
quality monitoring a plus

Must
be able to lift, carry and push up to 25 lbs.

This
is not necessarily an exhaustive list of all responsibilities, skills, duties,
requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate
reflection of the current job, management reserves the right to revise the job
to require that other or different tasks be performed when circumstances change
(e.g., emergencies, changes in personnel, workload, rush jobs, or technological
developments).

Qualified applicants may be subject to a background
check, credit check and/or drug screening. Additionally, NMT Employees
are required to participate in Direct Deposit.

NIIT
Media Technologies, LLC is an equal opportunity employer. We consider applicants for all positions without
regard to race, color, religion, sex, national origin, age, marital status, or
the presence of a disability, which would not prevent the performance of
essential job duties with, or without reasonable accommodation or any other
protective status.