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Contact Center Learning Analyst- Verint, Kana - SalesForce

The Consortium, Inc. in Lakewood, CA, USA

Contact Center Learning Analyst

This is currently working in a Verint environment but will be transitioning to a SalesForce solution.

The Learning Analyst for the organization's Consumer Care Centers focuses on the consumer experience for those who contact the company by any channel (phone, email, chat, social, SMS text or paper mail). By engaging in the following expectations, the Learning Analyst supports the company's efforts to drive a best in class consumer experience.

• Quality Assurance:
o Uses available technologies to monitor assigned contact center channels (phone, chat, email, scanned paper mail, social, SMS text), reviews actions taken toward resolution, conducts deep-dive research to provide root cause analysis and suggestions for improvement, including quality assurance reports provided to LPI staff and management for review. (50%)
o Reviews Complex transactions taken by contact center agents to resolve member inquiries. Ensure steps taken adequately address consumer inquiry, member records are updated correctly, and notes on the record meet compliance standards. (20%)
o Participates in calibration sessions for all channels. (10%)
o Reviews feedback from the business units, reviews the issue, provides resolution as needed and provides analysis to LPI staff and management. (10%)

• Meeting Participation:
o to drive deeper understanding of the organization priorities,
o to stay current on projects impacting the organization's Consumer Care contact center, members and other consumers,
o to hone quality assurance acumen and impact on consumer experience.(10%)
o Takes on tasks and responsibilities not explicitly stated that support LPI's Consumer Care's and organization's objectives and goals.

• Education and Experience:
o Bachelor's Degree or equivalent experience.
o Minimum 3-6 years of contact center experience and knowledge of current contact center processes and procedures,
o Demonstrated experience with contact center tools, including CRM and KB tools, multi-channel contact flow best practices and quality assurance monitoring and analysis.
o Demonstrated ability to review and evaluate contact handling in all contact channels according to established quality assurance standards.
o Demonstrated understanding of drivers of FCR, dissatisfaction and AHT.
o Demonstrated consumer-centric inquiry handling best practices greatly preferred.
o Familiarity with behavioral competencies-based quality assurance practices preferred.
o Exceptional verbal and written communication skills.
o Bilingual preferred.

Posted date: 12 days ago

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