Quality Assurance Analyst, Customer Service

.Quality Assurance Analyst, Customer Service Job Description: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.We encourage anyone that wants to join us in our mission to apply.Quality Assurance AnalystBased in: Barcelona, SpainReports to: Sr. Manager of Training & QAKey Responsibilities:Evaluate and review the quality of agent contact responses to ensure acceptable service standards are metIncludes the management of weekly/monthly evaluationsWork in compliance with all existing QA Criteria Documents for all channel interactionsDeliver monthly statistical and error reporting to share knowledge with the management teamDevelop contact calibration approaches that will foster alignment with stakeholder auditorsCreate, assign and report errors and coaching opportunities that will enable improvement in overall agent performanceHandle and track ad hoc requests and additional assignments as requiredEducate all new Customer Service personnel on the Quality Assurance Program globallyPosition Requirements:At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing roleStrong MS Office skills - particularly ExcelSkillset with Google Suite of ProductsStrong analytical capabilitiesStrong business writing skillsWillingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is liftedRecognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis managementQUALIFICATIONS:RequiredStrong analytical capabilities and communication skills with practical experience using MS Office, particularly ExcelSkillset with Google Suite of ProductsStrong business writing skillsStrong soft/people skills for effective collaboration with colleagues and teams across business linesPreferredExperience in coaching and developing team membersExcellent presentation and knowledge transfer skillsDesiredPrevious experience with data analyticsOur BenefitsComprehensive Healthcare PlansPaid Time OffRetirement PlansComprehensive Insurance PlansEducation BenefitsFamily Care BenefitsCommuter Transit ProgramSubscription DiscountsEmployee Referral ProgramAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets