Customer Quality Analyst
📋 Role Overview & Responsibilities
Job Description:Monitors and documents data to assist in analyzing and monitoring the quality of work performed, providing feedback, and analyzing root cause analysis. Applies knowledge/skills to a range of moderately complex activities. Proactively identifies solutions to non-standard requests and solves moderately complex problems independently; works with team to solve complex problems.
Key Accountabilities:• Assesses customer service activities, such as bill adjustments, collections activities, bill printing, etc. that could affect productivity, satisfaction, or safety to ensure they are appropriately completed.• Inspects and monitors quality requirements in accordance with the company’s Quality Management System manual, policies, procedures, and program specifications.• 3 years’ experience in a Customer Service-related field (i.e. telephone representative, billing analyst, RM&P, or in a meter reading field)• Other Qualifications-Preferred• Bachelors’ degree
Other Requirements:• Familiar with the use and application of various billing, collection systems for managing outside collection agencies.• Computer proficiency including Microsoft Office and Windows· Collaboration with accounts payable on collection vendor invoices
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This position is located in Detroit, MI with potential relocation and sponsorship assistance depending on candidate qualifications.
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