[Remote] Client Service Quality Analyst I (Fully Remote in OH or CA)

Note: The job is a remote job and is open to candidates in USA. Vitu is a leading innovator in Vehicle-to-Government (V2Gov) technology, transforming the interaction between vehicles, businesses, government, and drivers. The Client Service Quality Analyst I is responsible for ensuring the quality of agent interactions with clients through evaluation and coaching, identifying trends, and optimizing performance. Responsibilities • Performs call monitoring and recording and/or review of client processes. • May engage directly with Client Service agents to provide specific coaching or training. • Defines and recommends improvements related to call handling. • Gains familiarity with Client Service Quality concepts, practices, and methodologies. • Reviews and contributes to the team’s process for call and case management. • Reports on the team’s and individuals’ progress against selected metrics and performance measures. • Provides timely feedback to team members based on daily quality reviews. • Learns and applies company Client Service Quality’s processes and procedures. • Assists with special projects as assigned. Skills • 1+ years Quality Assurance experience OR 2 years work experience. • Must possess effective communication and process management skills. • Demonstrated ability to perform in a collaborative team environment with peers and stakeholders. • Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required. • Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization. • Other duties as needed or required. • College degree preferred or commensurate work experience. • Ability to identify problems and initiate corrective actions and preventative actions. • Perceptual and analytical problem solving relating to removal of obstacles. • Manage routine questions relating to quality processes and procedures. • Follow up skills. Ability to manage and respond to multiple open issues. • Able to work independently with little direction and multi-task while being extremely productive and timely. • Identify, initiate, and implement process improvement projects. • Knowledge of the Effortless Experience concepts and skills. • Ability to perform Root Cause Analysis on performance issues related to quality. • Knowledge and/or expertise in speech analytics such as Observe AI. Benefits • Healthcare Coverage for you and your family covering Medical, Dental & Vision • Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA) • Generous PTO • Pet Insurance • Retirement Planning • ID Theft Insurance • Life and Disability Insurance • Commuter Benefits • Accident & Hospital, Critical Illness Insurance • Tuition Reimbursement Company Overview • Vitu is a Developer of vehicle-to-Government technological innovator It was founded in 2005, and is headquartered in Agoura Hills, California, USA, with a workforce of 1001-5000 employees. Its website is Apply tot his job