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HARLAND CLARKE Quality Analyst I - CS.and.amp;S in SALT LAKE CITY, Utah

Harland Clarke is a leading provider of customer engagement solutions that help connect businesses and people how, when, and where it matters..and.nbsp; The company offers payment tools such as checks and cards; lifecycle marketing solutions; and promotional products for businesses..and.nbsp; The company deploys these customer engagement solutions holistically, across print, phone, and digital channels, ensuring that the customers of its world-class client base enjoy a consistently superior experience..and.nbsp; Harland Clarke serves more than 43 million consumers and 6 million small and medium sized businesses per year, through deep relationships with 11,000+ clients and distribution partners..and.nbsp; Harland.and.nbsp;Clarke.and.nbsp;is a wholly owned subsidiary of Harland Clarke Holdings. Harland Clarke has been recognized as a 2018 top workplace in San Antonio, TX. For more information, visit.and.nbsp;www.harlandclarke.com.and.nbsp;or follow Harland Clarke on.and.nbsp;LinkedIn.and.nbsp;and on.and.nbsp;Twitter.and.nbsp;@HarlandClarke..and.nbsp;.and.nbsp;.and.nbsp;.and.nbsp;.and.nbsp;Rewards.and.middot;.and.nbsp; Take charge of your future with our generous 401K savings plan with company match, which is vested from day one..and.middot;.and.nbsp; Participate in our company wide well-being program that also serves to lower your annual health insurance premiums..and.middot;.and.nbsp; Explore new education opportunities with our tuition reimbursement plans..and.middot;.and.nbsp; We offer work-life flexibility, meeting personal obligations along with professional success.JOB SUMMARYThe Quality Analyst I monitors and evaluates trends and analyzes contact data to ensure consistency in quality in all locations, improved customer experience, and the achievement of company goals. Ensures adherence to quality expectations and process standards as well as provides ongoing feedback to key organizational groups on Specialist performance and customer experience. Supports coaching and training initiatives aligned with key departmental and company goals and objectives that ensure customer satisfaction. Performs research, reporting, and analysis on Specialist performance and impacts to the customer and client. Conducts and participates in calibrations sessions and best practice sharing with internal teams..and.nbsp;.and.nbsp;KEY DUTIES-RESPONSIBILITIESMonitor and Analyze Trends - Monitor trends for inbound-outbound calls, email, and chat..and.nbsp; Identify gaps and areas of opportunity for performance management, training effectiveness, process improvement and the achievement of company goals..and.nbsp; Provide input and suggestions for training procedures and process improvement..and.nbsp; Subject matter expert on inbound email and chat business segments. 35%Monitor and evaluate contacts -.and.nbsp;Collaborate with supervisors, managers, and training to maintain a consistent customer experience..and.nbsp; Ensure adherence to quality process standards..and.nbsp; Identify and work to mitigate potential errors, customer dissatisfaction, fraud, and non-compliance. 35%Provide actionable data and feedback - Document and communicate gaps and opportunities to CCS leadership, center leadership, and other key organizational groups..and.nbsp; Utilize data analytics and other quality monitoring system tools to prepare monthly manager reports to facilitate data-driven improvements. 25%Other - Conduct and participate in calibration sessions, listening posts, benchmarking sessions and best practice sharing with center leadership teams..and.nbsp; Participate in team and staff huddles and meetings..and.nbsp; Perform other duties as assigned..and.nbsp; Participate in project teams (performance recognition, community involvement, etc.)..and.nbsp; Enter and-or submit documentation for IT tickets to include research, troubleshooting..and.nbsp; Demonstrate the company's Core Values at all times..and.nbsp; Support and comply with safety and security policies to