Customer Service Quality Analyst I (Finance)

Job Description:

This position is responsible for evaluating and improving customer service interactions for our Partner team (Tier 1, including Levels 1 and 2). The role includes identifying opportunities for process improvements and efficiencies and providing detailed and constructive feedback to our partner team. Working alongside the Quality Team, this role will contribute to the development and refinement of quality assurance tools and processes, driving continuous improvement in the strategic direction of the center and supporting a quality customer experience. The ideal candidate will be a team player with great attention to detail, a passion for customer experience, and a commitment to making processes better and more efficient.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Strong attention to detail and ability to identify areas for improvement.

• Excellent communication skills, both written and verbal, to effectively convey quality findings and recommendations.

• Analytical mindset with the ability to think strategically and make data-driven decisions.

• Passion for customer experience and a continuous improvement mindset.

• Ability to work independently and autonomously within a remote environment with equal ability to collaborate well within a team environment.

• Familiarity with CRM systems; experience with quality management tools is a plus.

• High level of integrity and commitment to maintaining confidentiality and objectivity in quality evaluations.

• Ability to adhere to deadlines and to demonstrate accountability in all tasks.

SUPERVISORY RESPONSIBILITIES:

• N/A

KNOWLEDGE, SKILLS AND ABILITIES:

• Strong attention to detail and ability to identify areas for improvement.

• Excellent communication skills, both written and verbal, to effectively convey quality findings and recommendations.

• Analytical mindset with the ability to think strategically and make data-driven decisions.

• Passion for customer experience and a continuous improvement mindset.

• Ability to work independently and autonomously within a remote environment with equal ability to collaborate well within a team environment.

• Familiarity with CRM systems; experience with quality management tools is a plus.

• High level of integrity and commitment to maintaining confidentiality and objectivity in quality evaluations.

• Ability to adhere to deadlines and to demonstrate accountability in all tasks.

EDUCATION AND TRAINING:

• Highschool diploma, Bachelor's degree preferred, or equivalent experience.

• Previous experience in customer service / technical support roles, especially within a BPO environment.

• Beginner/Intermediate proficiency in Microsoft Office package, especially Microsoft Excel.

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule - better is the enemy of done. Don't spend hours when minutes are enough.

• Work with Purpose - Exhibit a "We Can" mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you're unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.