DAT
World’s Largest Freight Marketplace & Information Provider
Portland, OR

Customer Experience Quality Analyst at DAT (Portland, OR)

| Portland, OR
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About DAT

DAT is a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 43 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 226 million freight posts in 2020, and a database of $126 billion of annual global shipment market transaction data. We have co-headquarters in Portland, OR and Denver, CO, and additional offices in MO, TX, and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is looking for an organized and efficient Customer Experience Quality Analyst to join our award-winning Product Support team in Beaverton, OR.

This position is the cornerstone of facilitating best-in-class quality service for DAT employees, prospects and customers.  The quality analyst will monitor inbound and outbound calls, emails, chats and back office tasks to assess the agents conformity to company quality standards and expectations.  They will also identify trends, train agents and provide new hire training.

Through motivation and compassion, the Quality Analyst will drive great outcomes that make a difference for our clients.  The combination of exceptional customer service and product/industry knowledge are the qualities that lead to customer loyalty and retention.

Candidate Profile

  • Strong analytical skills to identify trends and patterns in a dynamic work environment.
  • Demonstrates an above average attention to detail including excellent written and oral communication skills.
  • Strong team player who is also productive working independently.
  • Excellent coaching skills on top of empathy and a positive outlook.

Success Measurement

  • Reduce agent churn.
  • Improve agent quality.
  • Maintain acceptable call handle times.

What You’ll Do

  • Listen to/read and evaluate live and recorded customer interactions.
  • Drive quality results by engaging, motivating, and providing continuous feedback to our Customer Support representatives.
  • Use quality monitoring management systems to compile and track performance at the individual and team level.
  • Provide monthly reports on call trends and customer sentiment.
  • Provides feedback to the Customer Support leadership team to ensure coaching issues are addressed and communication is consistent.
  • Conduct internal audits to ensure that quality case management requirements are met.
  • Collaborate with leadership to develop new procedures, and update existing procedures to drive efficiencies.
  • Analyze quality program data to identify trends to implement corrective action plans as appropriate.
  • Assist in the production and update of staff resource materials including knowledge management system, quick reference guide, matrices, charts, and workflows.
  • Assist with staff training for the purpose of achieving and maintaining quality program goals.
  • Monitor agent activities in real-time and live evaluate when you identify someone who may be struggling with customer interaction.
  • Facilitate new hire and continuous education training across multiple departments.
  • Conduct needs assessments with stakeholders and developing effective strategies, delivery methods, training materials, and curriculum that drives an exceptional customer experience.

The Skills and Experience You’ll Need

  • 3+ years of QA experience, preferably in a call center.
  • Must adapt well to change and successfully set and adjust priorities as needed.
  • Must be self-motivator and a self-starter.
  • Strong problem-solving skills; proven attention to detail with excellent organizational and time management capabilities. 
  • Ability to meet deadlines in a fast-paced environment, and flexible when it comes to re-prioritizing tasks due to business demands.
  • Ability to work well both cross-functionally, and collaboratively as a team player, and as a self-starter. 
  • High school education or GED required; college degree preferred.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) <#LIDM1>

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What are DAT Perks + Benefits

DAT Benefits Overview

We empower every employee by engaging and trusting each other with real-world challenges. We provide avenues for professional development and career growth while offering the opportunity to work with smart people who care about the quality of their work. We offer competitive salary, leadership training, monthly commuter stipend, and comprehensive medical, dental, and vision coverage to full-time employees. We believe in a relaxed atmosphere and a healthy work-life balance, and adjusting to employee needs. We also like to enjoy our workplace with free food truck Thursdays, happy hours, and occasional social events!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We've grown purposefully over almost half a century; that means we're long on company culture...and it shows. DAT is a place where you'll make a difference in a fascinating industry that impacts all of us, but the best part is that you'll make that difference alongside teammates who embrace mutual respect as a core value.

An Insider's view of DAT

What's something quirky about your company?

Think one giant melting pot of friends working towards common goals. Over the years they've really become more like family. You'll always find people doing something to bring a smile to someone's face - whether a personal hand written note, "Flannel Fridays", or team themes like Reefer Magnus from Transformers. You never know quite what to expect!

Lindsay

Business Analyst

How does the company support your career growth?

We have an open door policy, good communication up the chain, and managers who genuinely care about seeing their employees' careers flourish. We have Professional Development Plans and do regular 1 on 1's with managers to discuss anything. I comfortably talk with my manager about career plans and steps we can take to get me there.

Caleb

Principal Software Engineer

How do you empower your team to be more creative?

I empower my teams by creating a safe space where individuals at all levels can challenge and learn from each other. I believe that only when people are open and honest in their communication can the best solutions can be created

Brian

Engineering Manager

What projects are you most excited about?

It's exciting that we're moving into the Denver area because it shows our commitment to growth, innovation, and finding the right people to do the work that we see as the next steps to grow our brand. The Denver office is "next level." It will push the technology boundaries in comparison to our traditional DAT products.

Jeannie

Analytics Program Manager

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