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Service Quality Analyst (XW) in Lehi, UT at Verisk Analytics

Date Posted: 8/22/2018

Job Snapshot

Job Description


 

Xactware is an equal opportunity employer. 

 

Summary of Responsibilities

The Service Quality Analyst is responsible for identifying customer service quality assurance issues and providing training to front-line technical response. This includes but is not limited to monitoring, training, tracking progress and identifying opportunities to improve Xactware products and services.

 

Principal Responsibilities and Essential Duties:                   

                                                                               
  • Analyze support transactions to assure Xactware customers are being provided a quality experience and are               receiving accurate technical information                                                                                                                                                                                                              
  • Evaluate and report support session quality
  • Identify both technical and product training needs for Support technicians on all levels
  • Train Support technicians and track progress
  • Learn and introduce new products to Support technicians and other departments as needed
  • Document and communicate product defects, user issues, to other departments
  • Document trouble shooting techniques and solutions for the support knowledgebase
  • Review, evaluate and enhance support knowledgebase and text bases for completeness and accuracy
  • Completes all responsibilities as outlined on annual Performance Plan                   
  • Completes all special projects and other duties as assigned                                         
  • Must be able to perform duties with or without reasonable accommodation                                      

               

Job Qualifications:

1.   Excellent communication skills – both written and verbal

2.   Excellent analytic skills

3.   Detail Oriented

4.   Excellent troubleshooting skills

5.   Excellent customer service skills

6.   Ability to work in a team environment and contribute to its strength

7.   Knowledge of all Xactware software products and online applications

8.   Strong computer skills with understanding of networks, operating systems, and SQL

9.   Able to use MS Office products such as Outlook, Word, Excel, etc 

10. Ability to manage and schedule responsibilities efficiently with good organizational skills

11. Must be able work and resolve issues with little or no supervision

12. Must be willing to work full time

 

Working Conditions:

1.            Work in a team environment managing your own workflow and agenda

2.            Training in both a group and one-on-one environment

 

This job description does not list all the duties of the job. You may be asked by management     to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

Management has the right to revise this job description at any time.