Quality Insights Analyst; Cat Customer Support

Caterpillar Inc.•Peoria, IL

About The Position

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world. Job Summary: Provides strategic guidance to the Cat Customer Support team, internal Caterpillar partners and 3rd party contact centers as a recognized subject matter expert in the quality field. Identifies quality & CSAT best practices and drives suitable quality initiatives that deliver on our brand promise. Responsible for governing Cat Customer Support experience processes and procedures to ensure the delivery of a best-in-class customer experience. Will coordinate a seamless transition of tactical quality related activities to our 3rd party suppliers.

Requirements

Contact center experience is required.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

Nice To Haves

4 Year Degree and/or proven experience working within quality evaluation environment
The position requires a college/university degree or equivalent experience in quality assignments involving quality form creation, analyzing trends and driving action plans to deliver a superior customer experience.
Knowledge of Microsoft Word, PowerPoint, and Excel
In addition to quality assurance experience top candidate will also have Contact Center Operations, Client Services/Account Management, and/or Workforce Management Experience
Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed
Experience working with Contact center tools such as Salesforce, Microsoft, Qualtrics, Verint

Responsibilities

Develops quality & CSAT forms associated to all contact channels and lines of business that reflect the customer/dealer experience and industry best practices
Analyzes quality & CSAT data for trends, develops action plans to address deficiencies and works with Operations, Business Development and Training to drive plans to completion
Researches, documents and drives adoption of quality associated best practices surrounding internal and external calibrations, CSAT reviews, After Action Reviews, etc.
Coordinates calibration sessions, CSAT reviews, Hypercare and AAR sessions with internal and external partners as well as documents sessions and provides trend analysis and action plan solutions
Supports Caterpillar’s outsourced BPO Contact Center Quality Supervisor and Quality Evaluators and will liaison with training resources to ensure compliance with Caterpillar quality standards
Works with internal Cat Customer Support departments as required to ensure quality effectiveness
Understands all Contact Center KPIs and works to identify and implement continuous process improvements to improve customer experience and process efficiencies
Resolves any specific problems and tailors quality practices as necessary
Maintains a keen understanding of quality trends, developments and best practices
Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.
Candidate must be highly accountable and be willing to flex as the needs of the business change.
Position is in frequent contact with internal business partners, various Caterpillar departments, new product teams and must assist, support, and coordinate projects with them.