Synectics Inc Hiring for Customer Service Quality Analyst at Detroit, MI Full Time

*THIS IS A HYBRID ROLE. MUST BE LOCAL TO DETROIT, MI.*

PAY: $25/HR

CONTRACT: 3 MONTHS (POTENTIAL TO EXTEND OR CONVERT)

Responsibilities:

• 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 non-standard requests and solves moderately complex problems independently; works with team to solve complex problems.
• Analyzes data and assesses onsite/offsite activities, programs, and processes to provide comprehensive s 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’s Quality Management System manual, policies, procedures, and program specifications.
• Observes work operations for compliance with applicable quality and safety regulations

Qualifications

• High School Diploma or equivalent
• 3 years’ experience in a Customer Service-related field (i.e. telephone representative, billing analyst, RM&P, or in a meter reading field)
• Bachelors’ degree
• Familiar with the use and application of various billing, collection systems for managing outside collection agencies.
• Ability to interpret various s 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