Customer Service Quality Analyst

Quality Analyst

Pay Ranges: $50,000 - $56,000

ABOUT THE ORGANIZATION Sun Chemical, a member of the DIC Group, is a leading producer of packaging and graphic solutions, color and display technologies, functional products, electronic materials, and products for the automotive and healthcare industries. Together with DIC, Sun Chemical is continuously working to promote and develop sustainable solutions to exceed customer expectations and better the world around us. With combined annual sales of more than $8.5 billion and 22,000+ employees worldwide, the DIC Group companies support a diverse collection of global customers. Sun Chemical Corporation is a subsidiary of Sun Chemical Group Cooperatief U.A., the Netherlands, and is headquartered in Parsippany, New Jersey, U.S.A.

The Quality Analyst is responsible for evaluating and scoring all types of customer orders, communications, and processes within North America Customer Service. The Quality Analyst will follow all established guidelines, run reports, analyze data, and make recommendations to improve the customer's experience. Also responsible for providing recommendations for additional training needs for individuals.

Functions/Responsibilities

• Perform quality evaluations on a specified number of contacts.
• Develop a quality score based on the established quality guidelines.
• Assist in the development of training needed to address identified areas for improvement.
• Participate in the quality review/calibration meetings.
• Run reports to assist with quality metrics.
• Provide a high level of data quality awareness across multiple internal departments.

Requirements

• 2+ years in Customer Service Agent role in a contact center environment.
• Minimum 1 year of quality evaluation experience preferred.
• Effective communication techniques, including strong verbal and written communication skills.
• Ability to identify and communicate trends.
• Excellent problem solving and analytical skills.
• Process driven.
• Meticulous attention to detail with strong organizational skills.
• High school diploma or equivalent

BENEFITS We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance. Eligibility of benefit timing may vary.

EQUAL EMPLOYMENT OPPORTUNITY It is Sun's policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled. Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital or veteran status, disability, or any other status protected by applicable law.