Performance/Quality Analyst

Strong influence, communications (oral and written), facilitation and project management skills Quality evaluation and coaching experience required. Self motivated, results orientation, excellent problem solving skills Typically requires 2 to 4 years of Call Center / LOB experience Understanding of cash management products Proven analytical skills Hands on detail oriented and ability to work well in a matrix management environment Strong Excel, Powerpoint, Lotus Notes and Access database experience Demonstrated leadership in complex project management -- cross firm experience, process analysis and process improvement
REQUIREMENTS
As a performance analyst you will be responsible to exercise discretion and independent judgment with respect to matters of significance while working closely with the business and infrastructure managers. This position performs call monitoring and provides trend data to site management teams. In this role you will be a key contributor with demonstrated knowledge of quality standards as they relate to customer service in a technical support role with a broader knowledge of treasury management concepts. You will be expected to consult with supervisors to develop and document agent quality performance standards and requirements. Provide requirements to the management team monthly detailed trends in agent performance at team and individual levels. Prepare and analyze internal and external quality reports for management staff review. Require participation in customer and client listening programs to identify customer needs and expectations. Participates in call calibration sessions for Quality Management staff. Coordination and facilitation of call calibration sessions for call center staff is required. Ability to analyze and trend root causes, while working to develop solutions and action plans to improve client service experience.