Service Center Quality Analyst

The Role

• Handles contact scoring as designated
• Reviews client and Service Center knowledgebases, drafts/submits updates as needed
• Suggests potential opportunities for enhancements to onboarding/client training materials to client and training teams
• Assists Quality Supervisors with training new supervisors on proper contact scoring
• Assists Quality Supervisors with ensuring the accuracy of quality results by conducting contact scoring reviews to determine process and systems improvement 
• Assists Quality Supervisors with regular rotating reviews of new supervisor contact scores
• Participates in regular review of the Call and Chat scoring matrix and associated training materials
• Handles participant contacts (calls, chats, or Message Center) as needed during periods of high volume
• Assists training team/supervisors with CSR go-live assistance (mock calls, live monitoring, etc.) 

The Requirement

• Associates or Bachelor's degree a plus
• Minimum 6 months of experience meeting or exceeding expectations as a CSR (colleague or contractor)
• Ability to communicate policies and procedures and ensure compliance 
• Ability and desire to encourage the professional development of colleagues and improve service delivery to clients
• Sound interpersonal skills, both written and verbal 
• Proficiency in the use of computers and Microsoft Office programs (specifically Excel, PowerPoint, Word, Teams, and Outlook) 
• Excellent attention to detail and organizational/time management skills to meet deadlines
• Ability to type 35-40 wpm 
• Ability to work a flexible work schedule within core North America-based Service Center hours, be punctual to work, and proactively volunteer for additional hours as business needs dictate
• Ability to successfully work in a virtual team environment with minimal supervision and demonstrate initiative

WTW is an equal opportunity employer.