The purpose of this role is to ensure quality within services delivered by the Microsoft North America Customer Service (NACS) organization through monitoring customer interactions and providing detailed feedback. The Quality Analyst will be utilized as the measurement of quality providing analysis and reporting regarding quality to the NACS Service Delivery and Leadership team.

Job Description:

The Quality Analyst will be responsible for measuring and increasing the quality, consistency, and reliability of services provided by NACS agents through call monitoring and coaching. Utilize expertise within customer care, process, technical knowledge, and routing for all segments of NACS service delivery (Customer Representative, Electronic Customer Representative and Technical Router) to measure level of quality and provide constructive feedback regarding opportunities to improve. Build detailed monthly quality reports for the North America Customer Service Leadership Team. Partner with the Global Quality team, North America CS Service Delivery/Vendor Account Managers, Team Managers, Training Specialist, Six Sigma Program Manager and Quality Manager regarding the performance of vendors, accuracy of content, and NACS quality issues which impact client relations. The person filling this position will combine strong knowledge in customer support with outstanding verbal and written communication skills. Demonstrated knowledge and experience within vendor and contingent staff management required. Customer service and project management experience is preferred. .

We really need someone who is:

• Business Intelligence Review and Assessment- Reviewing relevant data and reports (e.g., voice of the customer) to determine whether strategic business objectives are being met.
• Process Identification - Developing the process structure and identifying the business processes for the targeted business functional area
• Process Development and Documentation – Partner with Process team in identifying business process gaps and developing improved processes
• Process Readiness - Ensuring processes are ready to be implemented by reviewing and understanding impact to business and customer
• Process Monitoring – Monitoring process after implementation to ensure process adherence
• Metric Monitoring- Reporting and reviewing of specific operational metrics (e.g. Avg Handle Time, QoS, etc.).
• Provide proactive leadership in identifying business problems and partner with business owners to implement solutions
• Quality Monitoring Program Execution- Real-time feedback mechanism including transaction monitoring, calibrations, reporting, coaching and training and mentoring new coaches. 
• Participates in internal and vendor audits of areas to support the Quality Management System.
• As COPC registered coordinators, maintain COPC compliance by engaging in process design, auditing, and other activities as required.
• By LOB, manages the development, implementation and adherence to the CS standards for performance attribute creation. 
• New Vendors/Site Implementation -  Ensures readiness of site/product launches for owned LOB by conducting training, skills verification, coaching and acting as Subject Matter Expert remote or onsite
• Provide monthly reporting to NACS management regarding the observations from quality monitoring and recommendations for continuous improvement.
• Support the NACS management team to validate trends and identify root cause of customer and client feedback regarding incident handling.
• Ensure continuous improvement of quality in regards to new agents by partnering with the NACS Training Specialist training content as appropriate to execution through incident handling.
• Act as a partner to the Group Managers (GM’s) and Service Delivery Managers (SDM’s) enabling visibility to process improvement opportunities.

Please contact careers@valentesolutions.com with QA-PM in the subject line.