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Radial Express - Quality Analyst in Pueblo, Colorado

Express - Quality Analyst

Job Number:JO-1910-5512

Location:Colorado - Pueblo

Employee Group:Regular

Shift:Day

Travel:0%

We are Radial, the leader in Omnichannel commerce technologies and operations. When we partner with our clients to execute their orders, payments, fulfillment, or customer care, our clients’ promises become ours Learn more:

SayYESto Radial, sayYESto teamwork, sayYESto a fun, fast-paced environment.

Radial is now hiring forDedicated Quality Analystin Pueblo, CO

What does Radial do?

get orders packaged and shipped out on time for customers so they arrive at their doorstep as expected. Come be a part of the excitement of the ecommerce industry.

As a Dedicated Quality Analystyouwill play an important part in the generation of recommendations for improvement of the overall customer experience as it relates to the customer experience. Youwill alsosupport contact center initiatives around Customer Experience, Quality Assurance, Analytics, and Reporting. To be successful in this position you will also focus on performance improvement opportunities within the group and provide critical evaluation and observation of compliance, execution, impact, etc., of changes, behaviors, and policy adherence.

Job Duties& Responsibilities

  • Scheduling deliveries with outside carriers

  • Perform targeted evaluations as directed to support process improvement efforts and meet weekly contractual obligations.

  • Evaluate call quality based on defined criteria Review relevant client knowledge base to remain current on policy and procedures.

  • Provide insightful, actionable feedback on trends, anomalies, and historical impacts

  • Provide recommendations based on best practices and past successes or suggested new approaches.

  • Provide feedback to Operations/support groups on effectiveness of programs and initiatives

  • Provide Ad Hoc reporting as necessary and requested

  • Make recommendations for updates to materials/training content based on monitoring

What skills do you need?

It’s important you know that this is a physically demanding job. As part of your essential job functions you will be required to:

  • Quality Evaluation Targets: Minimum of 150 evaluations per week

  • Strong analytical skills Demonstrated verbal and written communication skills

  • Strong organizational skills

  • Strong interpersonal skills

  • Strong problem-solving skills

  • Moderate to advanced Excel skills preferred

  • Working knowledge of other Microsoft Office products

  • Ability to utilize Contact Center technology

  • Ability to work independently or as a team

  • Ability to meet and maintain productivity requirements

  • Experience: 6 months experience in a contact center or related customer service field

Working Conditions, Mental and Physical Demands

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regular sitting at work station for 75-100% of work shift

  • Occasional standing and walking involved to move from associate to associate to assist with problems or answer questions

  • Individuals will need to sit for long periods of time possibly up to 95%.

  • May require walking primarily on a level surface for periodic periods throughout the day.

  • Reaching above shoulder heights, below the waist or lifting as required

  • Working Conditions:Noise level generated from other contact center personnel can be somewhat loud at times, but no damaging levels or protective equipment required

  • Temperature in the contact centers can vary greatly, usually cooler. Suggested appropriate clothing for individual comfort.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job

What are the other benefits of working on the Radial team?

  • Health Benefits

  • Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.

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