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(MAU) GCO Associate Quality Analyst (Huntington)


This is a Full-time position in Huntington, NY posted December 12, 2020.

(MAU) GCO Associate Quality Analyst Mauritius Req #7510 Monday, December 28, 2020 MAU GCO Associate Quality Analyst Job Description The GCO Associate Quality Analyst, reporting to the Manager of GCO QA Process and Adherence, will be responsible for performing quality reviews to ensure that Ceridian is delivering on our promise to keep customer value at its core by delivering world class customer service across the GCO.

The Analyst will provide feedback to be addressed via process improvement and/or training opportunities to enhance GCO customer interactions.

The role will be responsible for evaluating that professional, accurate and high-quality services are delivered to our customer.

They will also assist with analyzing trends, identify training gaps and collaborating with their team to drive positive outcomes for improved customer satisfaction.

To ensure all customer interactions, from implementation to post live at customer service level, are done in accordance with Ceridian s established operational QA processes and procedures and regulatory guidelines.

Acting as the voice of the customer while always providing the best overall customer services experience.

Responsibilities: As the GCO Associate Quality Analyst, you ll strive to .

* Perform consistent auditing of their assigned book of business as outlined by the QA framework established for that book of business.

* Monitor customer experience through call listening (using Calabrio tool) and data (using the D-365 tool) and process audit procedures, measuring each interaction for accuracy and compliance with established quality guidelines and requirements.

* Review and/or score customer interaction using standard metrics and guidelines.

* Continually works to stay calibrated within the scoring of the team to maintain a repeatable and reliable experience.

* Manage all disputes related to their assigned book of business and address any issues in a timely manner with managers.

* Leverage the Calabrio tool to track, manage and provide feedback on GCO customer service quality ensuring all data is accurate entered in the system.

* Work collaboratively with the GCO stakeholders to create positive service outcomes that keep customer value at the core of our work * Makes suggestions and submits requests for documentation to equip the GCO teams with the information needed to excel at delivering the highest quality customer service.

* Provide feedback and recommendations to the quality audit processes to continuously drive efficient and effective auditing procedures that meet the needs of the GCO business goals.

* Participate in special QA related projects to identify and report on root cause challenges related to the quality of customer service that need to be addressed in a timely manner, with recommendations on possible solutions.

* Ability to analyze and assess data trends in quality service.

* Works well independently and works well collaborating with others on the team towards the same goal.

QualificationsTo take on the key role of GCO Associate Quality Analyst, you must have: * Some background in Quality Auditing as either a Quality Analyst or a Team Lead.

* Strong problem-solving skills with the ability to think outside of the box to ensure customer service quality is always at the forefront.

* The ability to work independently with productivity being a key metric.

* Intermediate computer skills including the use of the Microsoft suite of tools including Word, Excel and PowerPoint.

* Strong written and verbal skills bilingual in multiple languages is required (English, French or Spanish) * Ability to always keep the customer experience and value at the core of everything you do.

* Strong communication skills.

* Problem solving mindset.

* Ability to effectively react to change in an evolving growing organization.

* Call quality platform experience an asset (i.e.

Calabrio, Verint) Other details * Job Family Non Exempt Clerical * Job Function Quality/Process Improvement * Pay Type Hourly Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

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