Position: Customer Service Quality Analyst Location: MI Detroit48226 Duration: 6 Months Shift: Regular Pay Rate: $25.00/hr Job Summary: Monitors and documents data to assist in analyzing and monitoring the quality of work performed providing feedback and analyzing root cause analysis. Applies knowledge/skills to a range of moderately complex activities. Proactively identifies solutions to nonstandard requests and solves moderately complex problems independently; works with team to solve complex problems. Key Accountabilities Analyzes data and assesses onsite/offsite activities programs and processes to provide comprehensive reports and make recommendations for improvement to management on a regular basis regarding productivity and work statistics. Identifies process breakdowns and makes recommendations on improvements Assesses customer service activities such as bill adjustments collections activities bill printing etc. that could affect productivity satisfaction or safety to ensure they are appropriately completed. Monitors and evaluates performance for customer contact interactions using designated systems and processes. Provides feedback and training to employees regarding work quality processes policies procedures and professionalism with customers. Inspects and monitors quality requirements in accordance with the company Quality Management System manual policies procedures and program specifications. Observes work operations for compliance with applicable quality and safety regulations Minimum Education and Experience Requirements High School Diploma or equivalent 3 years experience in a Customer Servicerelated field (i.e. telephone representative billing analyst RM&P or in a meter reading field) Other QualificationsPreferred Bachelors degree Other Requirements Familiar with the use and application of various billing collection systems for managing outside collection agencies. Ability to interpret various reports and recognize trends and offer solutions Clear concise communication skills Computer proficiency including Microsoft Office and Windows Occasional travel is expected for this position Ability to work independently with innovation and initiative Contractor would also be responsible for Weekly operational reporting Weekly team huddle updates Supporting our collection vendor campaigns inquiries and requests for documents Collaboration with accounts payable on collection vendor invoices Investigating and resolving collection system defects Collection process/data analysis
