Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Are you well-versed in benefits, payroll, and HR policies? We are seeking a proactive and responsible individual to join our team as a Benefits, Payroll, and Talent Expert.
Responsibilities:
You will serve as a subject matter expert for Benefits, Leaves, Payroll, and Talent, providing resolutions to our customers on first contact whilst ensuring an exceptional customer experience. You will be charged with accurately interpreting, analyzing, administering, and articulating information of complex employee benefits and payroll.
The role necessitates an understanding of all Talent and Leave of Absence policies and an ability to convey them effectively. You will have to evaluate problems, and if too complex, escalate the issues to the next level of support. All while operating in a call center environment, documenting and summarizing all interactions using the Deloitte Case Management System.
You will also need to educate callers on how to retrieve information on Deloitte's intranet.
Position Requirements:
• Extensive knowledge of all Benefit, Payroll, and Leave programs and policies.
• Ability to work independently and take initiative.
• Excellent listening and communication skills.
• Ability to work under pressure and in a team.
• Strong problem-solving, analytical, technical, and research skills.
• Ability to adhere to provided schedule.
• Dedication to always providing an outstanding customer experience.
Qualifications:
• At least 1 year of customer service experience, including experience in a contact center via telephone (minimum of 6 months) and e-mail channels.
• Familiarity with benefit and retirement plans, HR practices, leave and disability support, and payroll information is preferred.
• An Associates or Bachelor’s degree.
• Proficiency in Microsoft Outlook and Word.
• Prior experience with HR (Talent) systems, Payroll systems, and web-based employee self-service applications is beneficial.
We are looking for an individual who can adhere strictly to confidentiality principles and work well in a dynamic environment. If you possess these qualities, we would love for you to be part of the Robert Half team, working towards providing a distinctive end-to-end customer experience.
Submit your application now and join our committed client-oriented team!
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