Quality Assurance Analyst - Customer Experience

KOORSEN FIRE & SECURITY INC.•Indianapolis, IN

2d•$19 - $30•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. A career at Koorsen includes competitive pay, a great health package, an annual bonus program, life insurance, continuous learning offerings, 401k, paid holidays, generous PTO, tuition reimbursement, career growth opportunities, and much more. This is an on-site role at our corporate location in Indianapolis, Indiana. Relocation assistance is not provided.

Requirements

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

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