Global Customer Care Quality Analyst

Company Background Working at Plantronics gives you the rare opportunity to make a difference and feel valued, respected and supported, both personally and professionally. You'll find the ideal blend of a casual, fun, friendly atmosphere with a strong commitment to the company's success. Since 1961 Plantronics (NYSE: PLT) people have been bringing sound innovation to the world. We design and manufacturer leading lightweight communications headset products for consumer and business markets worldwide. Our reputation for excellence is built on innovative products, a people-centered workplace and strong ethics. Headquartered in Santa Cruz, California, Plantronics and its Clarity and Altec Lansing businesses have offices in 20 countries, including facilities in Mexico, China, Hong Kong and Europe. Plantronics offers a generous mix of health, financial and lifestyle benefits as well as career development opportunities to its associates. Discover Plantronics. Position Summary Quality Analyst to provide global call center Quality Assurance and prepare trend analysis reporting. This individual will be responsible for working with the Technical Assistance/Call Center Management team, Field Support and Service Center management to implement and monitor quality checks and provide ongoing process improvements to insure constant improvement to the quality of all contacts (calls, chats, emails and others) managed and processed through the call center and service center. Responsibilities:  Â· Develop and administer the operation of the GCC quality management program · Oversee the development of systematic approaches for assuring high quality services that meet customer and PLT needs and ensures specific objectives are met · Develop Quality tracking system and address gaps and concerns Coordinate program communications to employees. · Develop related reward systems with management.· Develop, implement, and lead key process improvement efforts. Identify the interface of key activities within and between the functions of the organization · Create and continue to review and analyze of documents such as policies and procedures to assess compliance for daily operations and service objectives.· Prepare high level reporting of quality trends, performance and solutions· Work closely with Training Specialist to develop/coordinate/provide training programs to continuously improve processes and work flows.  This may include soft skills, business process tied to CRM systems and any operational tasks as required. · Monitor data quality and review results with GCC management team  weekly.· Work closely with Global Operations Analyst on tool improvements to support high quality data capturing.· Work closely with Consumer Insights & Loyalty team and the RightNow Knowledge Engineer to facilitate and coordinate the customer satisfaction surveys from all sources. · Globalize and localize the standard program of GCC Quality Assurance to enable all regions to be able to adopt a program that is appropriate for their regions, local TSR’s and markets. The Ideal candidate: Â· Minimum of 4+ years of developing and administering a quality management program in a call center· Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement· Strong analytic, problem solving, and presentation skills· Excellent oral and written communication skills· Demonstrated success implementing Quality Management tools and techniques· Experience implementing a formal Quality Management System (QMS)· Knowledge of Avaya CMS and Saleforce.com a plus Experience leading major customer satisfaction initiatives· Demonstrated proficiency in adapting/tailoring best practices/processes to business needs · Ability to continuously develop and make process enhancements· Experience creating and presenting analytical data/reporting in written form and in Excel Spreadsheets  Basic Requirements:  Â· Bachelors degree· Minimum of 4+ years of developing and administering a quality management program in a call center· Experience working with ACD and/or CRM systems· Call center experience with hardware and software support  Click here to APPLY ON LINE  Plantronics is an Affirmative Action/Equal Opportunity Employer.  To all recruitment agencies: Plantronics does not accept agency resumes. Please do not forward resumes to our jobs alias, Plantronics employees or any other company location. Plantronics is not responsible for any fees related to unsolicited resumes.  Req #6410S060302   Additional InformationStatus: Full Time, EmployeeEmail this job to a friend logET();PauseFooter(false);