Quality Assurance Analyst, Customer Service (Contact Center)

Dow Jones - Princeton, NJ

Full-time - Entry Level

Princeton, NJ

Chemical Manufacturing

About the position

About us: Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV). About the Role: The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Sr. Manager, Training & QA in the Princeton, New Jersey office. We encourage anyone that wants to join us in our mission to apply.

Responsibilities

• Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.
• Manage weekly/monthly evaluations in compliance with all existing QA Criteria Documents for all channel interactions.
• Deliver monthly statistical and error reporting to share knowledge with the management team.
• Develop contact calibration approaches to foster alignment with stakeholder auditors.
• Create, assign and report errors and coaching opportunities to promote improvement in overall agent performance.
• Handle and track ad hoc requests and additional assignments.
• Educate all new Customer Service personnel on the Quality Assurance Program globally.

Requirements

• At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.
• Strong MS Office skills - particularly Excel (can maintain complex spreadsheets).
• Skillset with Google Suite of Products.
• Strong analytical capabilities (Previous experience with data analytics is desired).
• Strong business writing skills.
• Strong soft skills for effective collaboration with colleagues and teams across services.
• A High School diploma or Equivalent.

Nice-to-haves

• Experience in coaching and developing team members (preferred).
• Excellent presentation and knowledge transfer skills (preferred).

Benefits

• Paid parental leave
• Health insurance
• Dental insurance
• Tuition reimbursement
• Paid time off
• Parental leave
• Vision insurance
• Referral program
• Retirement plan