Becoming the leader in the fire and security industry takes talent—yours. We are looking for a Quality Assurance Analyst - Customer Experience / Success Team in Indianapolis, IN, to join our best-of-the-best team as we drive the industry forward and pursue excellence in everything we do. If you’re up for the challenge, we want to hear from you!
At Koorsen, we don’t provide jobs; we provide careers. A career at Koorsen includes competitive pay, a great health package, an annual bonus program, life insurance, continuous learning offerings, 401k, paid holidays, generous PTO, tuition reimbursement, career growth opportunities, and much more.
This is an on-site role at our corporate location in Indianapolis, Indiana. Relocation assistance is not provided.
Responsibilities:
- Perform call monitoring and provide feedback to representatives and the management team
- Compile monitoring data to track performance at a team and individual level
- Forward actionable process opportunities to branch managers for follow-up/resolution
- Deliver appropriate soft skills training to KFS employees when needed
- Organize data for management reports focusing on Customer Experience components: soft skills, process opportunities
- Interact with customers, vendors, and co-workers in a professional manner
- Open willingness to continual education
- Demonstrate an understanding of and follow all safety regulations and practices
- Follow all Koorsen policies, procedures, and core values
- Any other duties deemed appropriate by management
Required:
- Pass drug and background screenings
- Strong written and verbal communication skills
- Proficiency working in Microsoft Suite: Outlook, Word, Excel
Physical Demands:
- Must be able to sit for long periods of time
- Must be able to effectively use standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines
- Must be able to perform some repetitive motions while using a computer
- While performing the duties of this job, the employee is regularly required to talk or hear
Hiring Process (in addition to an interview):
- New hires must complete the I-9 Verification form within 3 days of hire. This form is required by the U.S. Department of Justice and Immigration and Immigration and Naturalization Services. It is used to verify your identity and right to work in the United States. In addition, we verify employment eligibility via E-Verify.
- All Positions require background checks with criminal courts, state and county repositories of criminal records, and the Department of Motor Vehicles.
- A test for Evidence of Substance Abuse by urinalysis test is required if this application results in an offer of employ
8:00 am - 4:30 pm (Monday - Friday)
Skills Required
- Pass criminal background checks and employment eligibility verification
- Pass a drug screening by urinalysis
- Strong written and verbal communication skills
- Proficiency with Microsoft Outlook, Word, and Excel
- Ability to sit for long periods and perform repetitive computer-related motions
- Ability to use standard office equipment and communicate by speaking and hearing
What We Do
Koorsen Fire & Security is a family-owned operation that has kept homes and businesses safe for more than 70 years. We’re proud of our record of reliability, and we’re dedicated to maintaining that record. We create complete life safety solutions for each home and business we serve, from the smallest shop to the largest campus; we service and maintain those solutions to ensure their effectiveness; and we employ specialized teams of highly trained technicians who bring extensive knowledge and experience to every project. We’ve been protecting life and property since 1946—with the intensity, thoroughness, and dedication you’d expect from a company with a critical mission. • We install and maintain the right fire protection and security systems for your facility, whether that’s a restaurant or healthcare operation, a manufacturing plant or your own home. • Our technicians are fully certified and receive ongoing training in our nationally recognized training center at our Indianapolis headquarters. • We maintain a full staff of NICET-certified design engineers and project managers who are masters of designing systems that meet code and bring you the most appropriate system for your operation—and your budget. • We give you one number to call when you need service. Whether you utilize just one of our services or a full range, you work with one Koorsen account manager who can answer all your questions and make sure your fire-protection and security needs are met. • We offer all the high-quality products you could want, configured and maintained for your needs by experienced associates to bring you total protection from one source. Every point above is important, but what really sets us apart is something more. It’s our company culture of honesty—our devotion to doing the job right every time—that most ensures our customers stay safe. It’s the reason they choose Koorsen to protect what they’ve worked so hard for.
