DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI, LLC is seeking a Customer Service Quality Assurance Analyst.

Our Managed Services business needs a Customer Service Quality Assurance Analyst to join our staff. This role ensures that all customer interactions meet company and customer standards. This means that they review calls, chats, and tickets to discover issues and use the quality assurance compliance program to address gaps in agents' skillset and coach them to improve. Call center Quality Assurance Analysts also compile issues and recommendations to leadership monthly for where strengths and opportunities may fall. Within their feedback, the QA team will support recommended upskilling training related to customer service and technical skills. The Quality Assurance Analyst will also prepare and/or update existing guidelines to ensure customer interactions are at their desired quality level. This analyst needs strong communication skills, is comfortable delivering and receiving feedback, and works with agents to meet monthly metric scores. This individual will need to be able to have state and local clearance.

Roles and Responsibilities:

Understand the role and technical skills required of agents.
• Monitor and evaluate calls, chats, and tickets to identify deviations from organizational policies and standards.
• Synthesize and analyze interaction data to report on ticketing, QA scores, average handle time, timing, and other key metrics.
• Audit and review quality assurance processes and tasks, looking for continuous improvement.
• Document opportunities and provide feedback and coaching to improve contact center quality.
• Foster an environment of continual process and operational improvement for the Contact Center.
• Administration of the quality assurance module within the virtual contact center software.
• Bi-Weekly coaching sessions and calibrations with agents.
• Real-time live coaching and shadowing sessions with agents.
• Build a strong relationship with key stakeholders in the Contact Center.
• Assist with onboarding and nesting program for agents.
• Assist in the creation of soft skills, customer service, and ticket management training courses as needed.
• Meet monthly goals and objectives that will be set by the department head monthly as needed for business needs.

Education and Years of Experience:

• High School diploma or better.
• Advanced skillset for utilizing Microsoft Office products such as PowerPoint and Excel.
• 3 years of relevant experience working in a contact center environment.
• Experience using an analytics tool such as Domo or Qlik.
• Experience using contact center software such as Five9 or Nice inContact.
• Exeperience using QA software such as Verint.

Requirements:

• Regular and reliable attendance.
• Ability to work overtime to complete tasks.
• Strong time management and prioritization skills.
• Strong attention to detail and organizational skills.
• An analytical mind and inclination for problem-solving.
• Ability to analyze ticket notes for structure, grammar, and comprehension.
• Ability to coach and mentor agents for improvement.
• Strong verbal and written communication skills.
• Ability to obtain state and local clearance.

Desired Skills/Experience:

• Ability to work independently without relying on significant management oversight.
• Previous experience in coaching agents to make changes in the best interest of the customers.
• Strong organizational and communication skills.
• Proficiency to use Microsoft Office suite.
• Experience in a contact center.

Physical Requirements:

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to utilize a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Additional Requirements:

• Ability to work after hours and on weekends to deliver projects on time when necessary.

Location: On Site Cincinnati

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. As such, we offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Community - Blood drives, volunteering opportunities, Holiday parties, summer picnics, Tech Chef, Octoberfest just to name a few ways DMI comes together as a community
• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience
• Development - Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development
• Financial - Generous 401k match for both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee
• Recognition - Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment through Spotlight, employee referral
• Wellness - Healthcare benefits, Wellness programs provide employees with several wellness options

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.

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