Quality Analyst in Philadelphia, PA

LOCAL candidates only.

Candidate must live within radius of client address – no mileage or travel reimbursement. No company free parking available. Contractor is responsible for travel expenses to job site and their own parking expenses.

40 hours wk (no OT expected. Dept office hours are 7am – 7pm EST. Candidate will most likely work a 9am – 5pm EST shift. Manager will better clarify during interview.

Position Requirements:

• The ideal candidate for this role will support the team in analyzing trends and identifying areas for improvement related to customer service representatives' most commonly missed attributes and customer interaction behaviors.

Describe the current/future projects resource would support:

• Analyzing Customer Care & Billing client data, and then interpreting this information; data and providing solutions/outcomes to the client in briefings, meetings, reports.

Describe the day-to-day responsibilities

• Evaluating CC&B (Customer Care & Billing metrics/data)
• Interpreting CC&B and solutions to client management based on data findings
• Building necessary reports in Excel, and or PowerBi that best assist the client in CC&B strategy

Candidate skills

1. Background in Customer service Quality exp highly desired, 2. Able to look at Data/metrics and interpret, 3. PowerBi dashboards/reports/building data in PowerBi strong skill to have on par with Tableau exp.
2. Must have min 3 yrs in Quality Analyst space
3. High school ok (but degree preferred)
4. Microsoft office (Excel key) 3 yrs+, PowerBi = 3 yrs min, Tableau helpful
5. Quality Analyst (able to interpret reports/metrics)
6. Willingness to learn, participate and collaborate 

Desired & aligned experience:

• Customer Service aligned/oriented Quality Analyst who can interpret Customer Service data / metrics with at least 3 yrs minimum exp in this space, not overall career, but at least 3 yrs in Quality Analyst working environment, meaning candidate can have 3 yrs Quality Analyst exp in addition to other career exp.

Rangam Consultants is a minority, women-owned, disability workforce solutions global organization. We specialize in attracting and retaining talent globally for rewarding careers in IT, Engineering, Scientific, Clinical, Healthcare, Administrative, Finance, Business Management, and many more, while integrating veterans and individuals with disabilities into the workforce. Indeed, we connect career aspirants to relevant job opportunities, whether in the USA, UK, India, or Ireland. Additionally, we offer Location Independent jobs and contract positions across different verticals and industries.
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