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In this role, you have the opportunity to

Be a part of the Quality Monitoring Team, which develop call standards, improve the quality program, and help drive improvements to the customer interactions for the Customer Care Solutions Center. The Quality Monitoring Team is responsible for scoring and evaluating Managing Customer Experience (MCX) soft-skills, process adherence, Remote Diagnostic Information (RDI), and safety compliance audits are being evaluated fairly, consistently and are aligned with Customer Care Solution Centers performance goals. The Quality Monitoring Analyst reviews internal pre-recorded calls and evaluate the interaction against the Performance and Process standards. The Business Process Analyst for Quality Monitoring is expected to collaborate with internal stakeholders and other cross-functional teams to include Training, Support Services, Tier 1, Tier 0, and Customer Experience Teams

You are responsible for (but not limited to)

• Review and evaluate telephone interactions based upon predetermined service criteria

• Complete evaluation scoring forms and documentation

• Provide comments and clarity on forms where necessary to ensure accurate feedback and influence opportunity to coach.

• Attend regular scoring calibration sessions to assure accuracy of scoring results

• Perform other job-related duties and continuous improvements projects as required or assigned by Support Services Operations, Sr. Manager

• Complete Quality Monitoring calibration sessions with internal Leadership Teams

• Provide Preliminary Monitoring to New Hires within the Customer Care Solutions Center

• Look for opportunities to improve the Customer Experience through effective call analysis and trends

• Regularly review process documents, training materials, and other user guides to ensure up-to-date monitoring standards are being used

To succeed in this role, you should have the following skills and experience

• Bachelor’s degree

• A minimum of five years previous experience in a call center or contact center Quality Monitoring Program

• Strong communication and interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner and be flexible with the willingness to assist internal customers

• Ability to work independently to meet monthly deadlines

• Strong organizational and time management skills

• Ability to objectively score calls and perform data and trend analysis

• Strong written communication skills

• Experience using Microsoft Excel, Power Point, Word, Tableau

• Experience and familiarity with call center technologies including Call Quality Systems.

• Someone who can work independently as well as part of a diverse team

• Experience with face to face feedback as well as remote

• Ability to act as a team player in order to meet team objectives/goals

• Previous experience using Interactive Intelligence Interaction Recorder (Genesys)

• Previous experience in Call Center/Contact Center Quality Monitoring Programs

• Previous experience working with automated recording and scoring technology

Previous coaching experience and performance management improvements

Experience using Salesforce or ServiceMax

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training, as well as learning and development opportunities through Philips University.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there, you can also learn about our recruitment process , or find answers to some of the frequently asked questions .

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws.  Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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