Contact Center Quality Analyst

About the position

EchoStar has an exciting opportunity for a Contact Center Quality Analyst in our Hughes Network Systems division. This position will be located at our office in Gaithersburg, MD. This candidate should have expertise in call center business processes/flows, applications, call-center agents' tools, and troubleshooting procedures on consumer services and products.

Responsibilities

• Actively monitor customer interactions through calls, email, chat, customer survey results, evaluating agent performance against established standards and providing constructive feedback, via regular reporting and actionable recommendations.
• Analyzing data to identify areas for improvement and drive consistent and meaningful improvements in the customer experience, ultimately ensuring that customer service consistently meets high quality expectations within the contact center environment.
• Generate comprehensive quality reports for management, highlighting key performance indicators (KPIs), areas requiring attention and recommendations/process improvement for the contact center managers.
• Provides accurate and timely reports daily, monthly, month-to-date and year-to-date on call quality, productivity, availability, and other key metrics as defined with management.
• Collect data from various sources, organize and analyze the data to identify trends and inconsistencies to pinpoint recurring issues and potential feedback on knowledgebase and training material.
• Participate in regular meetings to ensure consistent quality standards across the team, align evaluation criteria and provide feedback to contact center managers.
• Contributing to the development and implementation of strategies to elevate customer service quality across the call centers.
• Provides performance expectations, action plans and development plans to improve call quality.
• Regularly listening to live and recorded customer service calls to assess agent adherence to company policies, scripting guidelines, and customer service standards.
• Assist Project Manager in the rollout of new projects/products/services/tools/etc. to include testing new applications, products, tools, and services. Projects will range in lifecycle from requirements generation through rollout.
• Engage with internal and external customers, engineering, tooling, production, operations, and other relevant stakeholders to address internal and external non-commences, concerns, and complaints.
• Lead problem resolution for system, process, and product issues and subsequent implementation of containment actions.
• Perform internal audits in line with the annual audit plan, delivering robust internal processes that are fit for purpose and drive high standards.
• Train teams and individuals effectively on quality procedures, ensuring compliance with best practices across the business functions (as needed).

Requirements

• Bachelor's degree in business, analytics or related field.
• 3+ years prior experience in a contact center to include any of the following: quality monitoring, training, workforce management, supervisor or any combination.

Nice-to-haves

• Any experience in training, in a contact center preferred.
• Experience with a Customer Service organization and/or contact center.
• Excellent Communication Skills.
• Ability to attentively listen, evaluate customer interactions and accurately assess agent performance.
• Strong understanding of data analysis techniques and processes that can read and interpret data to identify trends and root causes of quality issues.
• Understanding of best practices for customer service interactions.
• Strong organizational, time-management, trouble shooting, problem solution and written and oral communication skills.
• High level of reason and analytical skills and the ability to be objective.
• Experienced in writing process documentation, and relevant quality documentation.
• Ability to multitask, prioritize, and meet deadlines in a timely manner.
• Knowledge of systems, processes, procedures surrounding Contact Center Operations for Consumer business.
• Ability to be thorough, practicable and consistent with solutions that meet organization objectives.
• General knowledge of broadband internet, VOIP, Networking.
• Working knowledge of business systems and applications, incident and change management, project, and systems management.
• Spanish speaking.
• PMP certification or experience.

Benefits

• 401(k) retirement savings plan with company match.
• Employee stock purchase plan.
• Profit-sharing.
• Company-paid life insurance, AD&D and disability.
• Paid Time Off (PTO).
• Company-paid holidays.
• Health and wellness events.
• Exercise and sports facilities (locations may vary).
• Tuition reimbursement.
• Employee referral program.
• Year round employee events and community programs.
• Discounts on Dish Network and HughesNet.
• Medical, Dental, Vision, Employee Assistance Program (EAP).
• Health Savings Account (HSA) with opportunities to earn employer contributions.
• Health Care, Dependent Care and Transportation Flexible Spending Accounts (FSA).