Quality Analyst (R-18460)
Job Description
- Knowledge of D&B Global Customer Services, or experience in a similar environment.
- Monitor and evaluate customer service interactions to ensure compliance with quality standards.
- Utilize automated quality monitoring tools such as CallMiner.
- Perform text analytics on customer feedback and interaction transcripts.
- Develop and maintain dashboards and reports using Power BI, PowerApps, and BigQuery.
- Collaborate with cross-functional teams to implement quality improvement initiatives.
- Provide regular feedback and coaching to customer service representatives.
- Assist in the development and refinement of quality scorecards and evaluation criteria.
- Support root cause analysis and continuous improvement efforts using structured problem-solving methodologies.
- Experience in process improvement methodology, Six Sigma, TQM, ETC.
- Undergraduate Degree or equivalent work experience required (6-10 years).
- Prior experience working as an Analyst in a Contact Center environment.
- Generous paid time off in your first year, increasing with tenure.
- Up to 16 weeks 100% paid parental leave after one year of employment.
- Paid sick time to care for yourself or family members.
- Education assistance and extensive training resources.
- Do Good Program: Paid volunteer days & donation matching.
- Competitive 401k with company matching.
- Health & wellness benefits, including discounted Wellhub membership rates.
- Medical, dental & vision insurance for you, spouse/partner & dependents.
Why We Work at Dun & Bradstreet
Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us! Learn more at dnb.com/careers
.
Service Operations is a multi-functional Team that serves as the catalyst for evolution and innovation within the Global Customer Service organization. The Service Operations Specialist, Quality Program’s primary
responsibilities are to score and write quality evaluations for customer service agents.
Key Responsibilities:
- Monitor and evaluate customer service interactions to ensure compliance with quality standards and identify areas for improvement.
- Utilize automated quality monitoring tools such as CallMiner to streamline evaluation processes and generate actionable insights.
- Perform text analytics on customer feedback and interaction transcripts to uncover trends and sentiment.
- Develop and maintain dashboards and reports using Power BI, PowerApps, and BigQuery to support data-driven decision-making.
- Collaborate with cross-functional teams including Operations, Training, and Technology to implement quality improvement initiatives.
- Provide regular feedback and coaching to customer service representatives based on quality findings.
- Assist in the development and refinement of quality scorecards and evaluation criteria.
- Support root cause analysis and continuous improvement efforts using structured problem-solving methodologies.
- Experience in process improvement methodology, Six Sigma, TQM, ETC.
Key Requirements:
- Undergraduate Degree or equivalent work experience required (6-10 years).
- Prior experience working as an Analyst in a Contact Center environment. Updating
- Knowledge of D&B Global Customer Services, or experience in a similar environment, is preferred.
- Ability to prioritize workload and work autonomously, while maintaining excellent attention to detail.
- Ability to work independently and with diverse teams, in a dynamic environment, as part of a global team while managing multiple priorities.
Benefits We Offer
· Generous paid time off in your first year, increasing with tenure.
· Up to 16 weeks 100% paid parental leave after one year of employment.
· Paid sick time to care for yourself or family members.
· Education assistance and extensive training resources.
· Do Good Program: Paid volunteer days & donation matching.
· Competitive 401k with company matching.
· Health & wellness benefits, including discounted Wellhub membership rates.
· Medical, dental & vision insurance for you, spouse/partner & dependents.
· Learn more about our benefits: http://bit.ly/41Yyc3d
.
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