Quality Service Analyst

Project Management Institute, Inc.

Location: New York City, New York, USA

Category: Quality Assurance

Salary: 60,000 - 80,000 USD / yearly

Full-time

Job Description

Join PMI as a Quality Service Analyst to support consistency and excellence in global customer experience by assessing the performance quality of various operations teams.

Responsibilities

Participates in design of QA monitoring formats and quality standards in collaboration with operations management.
Performs contact monitoring and documentation of results to prepare feedback for individual agents.
Analyzes quality results for trend identification and provides actionable data to operations management teams.
Coordinates and facilitates calibration sessions across functional areas to ensure alignment of expectations.
Remains up to date on all relevant process and policy related procedures and collaborates to adjust quality expectations as appropriate during operational change.
Coaching and mentoring agents to support performance improvement.
Data and trend analysis related to team performance, including review of AI driven dashboards and trending topic queries.
Identification of voice of the customer and customer experience pain points as part of conversation analysis beyond just agent performance.
Training and reinforcement activity design and delivery to address performance gaps across teams.

Qualifications

Associate or Bachelor's degree in a related field.
3+ years of experience in Customer Experience function.
Strong self-awareness with ability to navigate difficult interpersonal scenarios.
Knowledge of industry standards in Customer Service and/or operations environments.
Experienced in new and emerging digital communication platforms.
Proficiency in English.

Perks & Benefits

Competitive total package based on location.
Skill development opportunities.
Access to a global network.
Flexible work-life balance options.
Award and bonus opportunities.

Why Join Us?

At PMI, we value inclusivity, diversity, communication, and collaboration. Your health, safety, and well-being are our priority. Join us to be part of a culture that values work and personal time.