Quality Assurance Analyst, Customer Service (Contact Center)

Full job description

Job Description: About us:

Dow Jones is a global provider of news and business information, delivering content to consumers and organizations around the world across multiple formats, including print, digital, mobile and live events. Dow Jones has produced unrivaled quality content for more than 130 years and today has one of the world's largest news-gathering operations globally. It is home to leading publications and products including the flagship Wall Street Journal, America's largest newspaper by paid circulation; Barron's, MarketWatch, Mansion Global, Financial News, Investor's Business Daily, Factiva, Dow Jones Risk & Compliance, Dow Jones Newswires, OPIS and Chemical Market Analytics. Dow Jones is a division of News Corp (Nasdaq: NWS, NWSA; ASX: NWS, NWSLV).

About the Role

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron's, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction. You will report to the Sr. Manager, Training & QA in the Princeton, New Jersey office.

We encourage anyone that wants to join us in our mission to apply.

You Will:

• Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met.

   

• Includes the management of weekly/monthly evaluations

• Work in compliance with all existing QA Criteria Documents for all channel interactions

• Deliver monthly statistical and error reporting to share knowledge with the management team.

• Develop contact calibration approaches to foster alignment with stakeholder auditors.

• Create, assign and report errors and coaching opportunities to promote improvement in overall agent performance.

• Handle and track ad hoc requests and additional assignments.

• Educate all new Customer Service personnel on the Quality Assurance Program globally.

You Have:

• At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role.

   

• Strong MS Office skills - particularly Excel (can maintain complex spreadsheets).

• Skillset with Google Suite of Products.

• Strong analytical capabilities. (Previous experience with data analytics is desired.)

• Strong business writing skills.

• Strong soft skills for effective collaboration with colleagues and teams across services.

• Willingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is lifted.

• Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management.

• A High School diploma or Equivalent.

• Experience in coaching and developing team members (preferred).

• Excellent presentation and knowledge transfer skills (preferred).

Our Benefits

• Comprehensive Healthcare Plans

   

• Paid Time Off

• Retirement Plans

• Comprehensive Medical, Dental and Vision Insurance Plans

• Education Benefits

• Paid Maternity and Paternity Leave

• Family Care Benefits

• Commuter Transit Program

• Subscription Discounts

• Employee Referral Program