FBS Quality Consultant (Analyst) - Contact Center

Evaluates business unit performance and quality of contact, processing and/or file handling. Consults with business unit to identify primary opportunities impacting quality and recommends course of action to correct unfavorable performance. Leads and executes all aspects of evaluations on a rotational basis, for specific and/or multiple locations. This also includes presentation of results and information to business partners and leaders.

Essential Job Functions:

• Evaluates quality of service, regulatory compliance and adherence to established procedures in relation to contacts.
• Evaluates potential impact of errors made on the customer and subsequent handling of the individual customer’s journey.
• Contributes to benchmark audits and targeted reviews.
• Identifies trends and recommends priority action items essential for the business to improve the experience for customers and subsequent handling.
• Partners with leadership to identify targeted audit needs for individual sites or teams.
• Works independently to execute the audit based on the agreed upon scope, analyze the audit results, write audit summary reports, and communicate results to local leaders.
• Consults with business to identify top opportunities and recommends actions to improve work product and business results.
• Regularly partners with business leadership in meetings and calibration sessions to provide consultation and recommendations, including delivery of communication when needed.
• Provides technical assistance to the business with auditing tools, or other applicable technology, and provides suggestions on audits completed by supervisors and other reviewers.
• May serve as team audit lead on a rotational basis.
• Organizes and obtains pertinent data, communicates expectations to peers, and arranges internal calibrations and re-audits.
• Analyzes audit data and assembles audit summary reports for leadership distribution.
• Participates in audit closing conferences with leadership.
• Completes secondary reviews of peer audits to ensure internal consistency of work.
• Assists Compliance with targeted reviews.
• Trains new members and mentors potential successors. Performs other duties as assigned.