Quality Assurance Analyst - Customer Experience

Responsibilities:

• Perform call monitoring and provide feedback to representatives and the management team
• Compile monitoring data to track performance at a team and individual level
• Forward actionable process opportunities to branch managers for follow-up/resolution
• Deliver appropriate soft skills training to KFS employees when needed
• Organize data for management reports focusing on Customer Experience components: soft skills, process opportunities
• Interact with customers, vendors, and co-workers in a professional manner
• Open willingness to continual education
• Demonstrate an understanding of and follow all safety regulations and practices
• Follow all Koorsen policies, procedures, and core values
• Any other duties deemed appropriate by management

Required:

• Pass drug and background screenings
• Strong written and verbal communication skills
• Proficiency working in Microsoft Suite: Outlook, Word, Excel

Physical Demands:

• Must be able to sit for long periods of time
• Must be able to effectively use standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines
• Must be able to perform some repetitive motions while using a computer
• While performing the duties of this job, the employee is regularly required to talk or hear

Hiring Process (in addition to an interview):

1. New hires must complete the I-9 Verification form within 3 days of hire. This form is required by the U.S. Department of Justice and Immigration and Immigration and Naturalization Services. It is used to verify your identity and right to work in the United States. In addition, we verify employment eligibility via E-Verify.
2. All Positions require background checks with criminal courts, state and county repositories of criminal records, and the Department of Motor Vehicles.
3. A test for Evidence of Substance Abuse by urinalysis test is required if this application results in an offer of employ