Description
We are seeking a Fleet Response Quality Analyst to join our team. As a Quality Analyst, you will be responsible for reviewing Fleet Response Specialist tool-to-vehicle interactions and assessing response accuracy and adherence to standard operating procedures.
Responsibilities:
- Evaluate TMs tool-to-vehicle interactions to assess response accuracy
- Participate in stuck rubric grading alignment sessions to further improve rubric dimensions and Fleet Response quality
- Assist with the compilation and analysis of driverless Self Driving Car interactions
- Generate simulation scenarios to determine the most effective Fleet Response Specialist action to take to resolve the scenario
- Coach agents for performance improvement
- Report performance for aligned span on a daily/weekly/monthly basis
- Provide inputs, basis audits, for briefings and training need identification
- Partner with TLs in leading Team Meetings for metric improvement
- Participate in strategic projects for the campaign/LoB
- Identify and escalate any potential quality issues per defined process
- Isolate and report defects; verify defect fixes
- Suggest process/system improvements based on common customer concerns
- Accomplish other responsibilities assigned by management
- Drive quality initiatives, contests and campaigns for the assigned span
- Be updated on knowledge and serve as SME for the campaign/LoBR
Requirements:
- Demonstrated expertise in Fleet Response Specialist systems with at least 3 months experience in the Fleet Response Specialist role
- Full understanding of fleet response best practices and escalation policies
- Excellent verbal and written communication skills
- Excel at independent and group based tasks and projects
- Superb Fleet Response Specialist metrics for the past 90 days
- Must be DO and Stuck Specialist certified
- Quality Analyst will be on a probationary period for the first 30 days in this role
- Must consistently meet stuck rubric alignment expectations
- Able to sit for long periods of time
- Detail-oriented with an ability to effectively complete work that can be repetitive in nature
- Meets all Fleet Response Specialist (PHX/DTW) requirements, including drug testing and driving record checks.
- Exceptional Time Management
- At least 2 years in college (BS or BA preferred)
- Minimum of 1-year experience as Quality Analyst (preferred)
- Basic excel/google sheets skills
- Problem-solving skills
- Preferably familiar with application of basic quality tools such as cause and effect, histogram, correlation etc.
Soft skills:
- Strong customer centricity
- Ability to provide constructive feedback in an assertive manner
- Good written and verbal communication skills
- Logical thinking
- Ability to manage conflicts
- Attention to detail
- Ability to work with minimal supervision and demonstrate initiative and good judgment
- Versatility and ability to work on multiple projects
- Ability to establish and maintain effective working relations with a wide variety of individuals
- Ability to work with a diverse team
- Continuous improvement mindset