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The Analyst will be part of Quality Management for the Global Client Support Team responsible for monitoring client interactions across all regions and will provide independent review of employee actions and business processes.
The Quality Analyst is responsible for the following:
• Measure client experience as well as compliance to business requirements.
• Review voice/email interactions and provide coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
• External email verification / approval in compliance with global process
• Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies.
• Drive tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
• Support agent readiness for new hires or addition of skills/products with additional adhoc reviews and knowledge certification.
• Perform Rapid Targeted Monitoring for specific call types or initiatives during the pilot phase in order to quickly bubble up issues or trends.
• Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.
• Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders.
• Participate in Product Listening sessions and become the voice of the client to drive product enhancements.
• Language proficiency required:  English and Japanese
Qualifications:
• Time management and organizational skills
• Excellent verbal and written communication skills
• Strong organizational and decision making skills
• Strong analytical and problem solving skills
• Ability to quickly adapt and learn new products and technologies
• Ability to work in a fast paced performance driven environment
• Detail-oriented; thorough in review process and able to follow through to resolution
• Ability to multi task while working under minimal supervision.
• Exhibits ability to work effectively in a team environment
• Proficient in various desktop and internet based applications
• 1 year or more customer service experience in a call center environment
• Knowledge on ACH, USD Wires/SWIFT, JPMorgan Access is a plus
RequisitionType Professional JobSchedule Full time