Quality Assurance Analyst - Customer Experience

KOORSEN FIRE & SECURITY•Indianapolis, IN

2d•Onsite

About The Position

Becoming the leader in the fire and security industry takes talent—yours. We are looking for a Quality Assurance Analyst - Customer Experience / Success Team in Indianapolis, IN, to join our best-of-the-best team as we drive the industry forward and pursue excellence in everything we do. If you’re up for the challenge, we want to hear from you! At Koorsen, we don’t provide jobs; we provide careers. This is an on-site role at our corporate location in Indianapolis, Indiana.

Requirements

Pass drug and background screenings
Strong written and verbal communication skills
Proficiency working in Microsoft Suite: Outlook, Word, Excel
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
New hires must complete the I-9 Verification form within 3 days of hire.
All Positions require background checks with criminal courts, state and county repositories of criminal records, and the Department of Motor Vehicles.
A test for Evidence of Substance Abuse by urinalysis test is required if this application results in an offer of employ

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