Job Description

The Quality support analyst works with all of C&PS to continuously improve our quality support. Evaluating verbal customer interactions and auditing written customer interactions. Improving NPS, CES and VOC scores to achieve World class customer support.

JOB RESPONSIBILITIES:(included but not limited to)

• • Evaluate soft skills on customer recorded interactions
  • Audit written customer interactions
  • Complete daily required customer interaction evaluations and auditing
  • Communicate and report analytics from customer surveys (VOC, CES and NPS scores)
  • Conducts Voice of the Customer (VOC) survey follow up calls
  • Courtesy Calls to customers following an interaction including on-site services
  • Customer support management pertaining to unresolved requests
  • Participate in continuous professional training
  • Recognize workflow issues and make recommendation to enhance support
  • Ability to work independently as well as with a team to ensure deadlines and priorities are met

YOU MUST HAVE:

• • Associates degree or 5 years call center customer escalated support experience
  • 2 years call evaluation experience

WE VALUE:

• • Subject matter expert Soft Skill evaluation
  • Strong data analysis skills
  • Work independently as well as with a team to ensure deadlines and priorities are met
  • Exceptional attention to detail, listening and analytical skills
  • Ability to work under pressure while adapting to change
  • Subject matter expert knowledge using quality monitoring system to document evaluation performance
  • Subject matter expert dedicated to providing world class customer support
  • Strong training/coaching skills in a team environment
  • Engage in development of trainings and coaching
  • Experience interfacing with customers and co-workers resolving escalated situations
  • Demonstrate good time management skills with minimal supervision

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About Us

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com.

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.