Customer Experience Quality Analyst

Chicago, IL, United States

Customer Experience Quality Analyst

WFH Flexible Job Type Full-time Description **About Figo**

At Figo, we are a lot of things, but first and foremost we are pet people. Our passion for pets led us to disrupt the pet insurance industry with a tech driven approach that allows pet parents to worry less and play more. Passionate about changing how consumers view and interact with insurance, as well as holistically improving the lives of pets, Figo created a pet insurance solution with todays pet parent in mind: socially connected, on-the-go, and easy to use. Our love for pets is at the root of our DNA and celebrated across our diverse and dynamic Figo team. We work hard so pets can play harder. Were seeking a driven, collaborative, pet obsessed social media pro to join our growing team!

This position is remote friendly.

**Job Summary:**

The Quality Analyst position is responsible for assisting with developing and supporting the planning, design, and execution of the CX departments policies and procedures. They will do this by assisting with observing inbound and outbound verbal and written interactions with customers and analyzing the data collected. They should be analytical by nature and able to absorb and make sense of large data sets. They will need to be able to have a good understanding of the overall business while also having superior attention to detail. They will need to communicate to every level of the organization from front-line employees through the executive leadership team. They will need to have the ability to provide balanced and consistent feedback to large teams of up to 25 individuals. A process improvement mindset is imperative for their success as well as the success of the organization.

**Duties / Responsibilities:**

* Ability to gather and work with multiple datasets

* Will be able to mine data for trends or discrepancies and make recommendations based on conclusions

* Work with other stakeholders and departments by sharing conclusions and provide potential solutions on how to improve the customer experience

* Superior attention to detail is essential while reviewing large numbers of evaluations of contact center associates

* Understanding and identify technicalities of vocabulary as well as subtle emotional reactions of both associates and contacts to be able to pinpoint when and why communications go off track and provide recommendations on how to avoid that in future communications

* Prioritize issues that yield the biggest impact to the success of the business which may not always align with evaluation forms or dashboards

* Diligently complete specified quotas for evaluations and coaching sessions while remaining vigilant in identifying business trends that need corrections

* Possess and build a strong business acumen with a thorough understanding of our products, policies, procedures, department and company goals, contractual SLAs, values, etc.

* Advanced communication ability both verbally and in writing as they will be expected to communicate with internal and external stakeholders at every professional level

* Be empathetic to both associates and customers alike with the ability to understand the customers frustration and although the associate may have underperformed in a specific instance, ensuring that they feel understood and engaged

* Curious by nature with an irrepressible desire to understand and know why. Will independently research issues and use effective questioning to explain discrepancies or have further context

* Maintain an optimistic manner of conducting analysis, highlighting and celebrating positive moments and achievements while positioning opportunities in a manner that is engaging and motivational

* Excellent coaching skills; supporting their observations with facts, providing suggestions for improvement, and providing praise when appropriate

* Ability to think outside of the box to create actionable tasks to be used by associates with proven and sustainable results

* Continuously evaluates current processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers

* Provides metrics and performance feedback with regular coaching to each team member assigned to them

* Works on special or ongoing projects important to area/process improvement

* Operate as an effective team member by supporting colleagues and contributing to the overall team and business objectives, delivery, and achievement

* Undertake any other duties of a similar nature that the company reasonably requests to be performed that are within your abilities, expertise, and skills.

**Supervisory Responsibility:**

* Provides constructive and timely evaluations and coaching sessions

* Provides input regarding discipline and termination of employees in accordance with company policy

* May require evenings and/or weekend days

Requirements **Required Skills / Abilities:**

* Must be very organized and take the initiative, attention to detail, strong time management and multi-tasking skills an asset

* Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures.

* Proficient in problem solving and analysis

* Interpersonal skills: Effective verbal and written communications and the ability to work/collaborate effectively with others.

* Ability to multitask in a rapidly evolving and fast-moving environment

* Embraces technology solutions

* Ability to maintain calm under pressure

* Thorough knowledge of Figo products, services, and processes.

* Loves pets and talking about them!

* Great team player

* Experience using Microsoft Office (Word and Excel) and ability to pick up innovative technology solutions quickly and effectively.

* Ability to collaborate with others on projects and/or special assignments

**Education and Experience:**

* Bachelors degree in Business Administration or similar work experience

* 5+ years customer service experience

* 2+ years of Quality Assurance experience

* Fluent in Spanish a plus

**Benefits and Perks**

* Remote-friendly

* PTO Policy

* Health/Dental/Vision Insurance

* Pet Insurance

* Company-Paid Life Insurance

* Short and Long-Term Disability

* 401K

* Commuter / Telecommuting Benefits

* Fun, pet-friendly office in River North (if located in Chicago)

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