Overview In this role you will help shape and uphold call quality standards across Rheem NA CX, including third-party vendors. You will monitor customer interactions, compile performance data, and drive targeted coaching through VOC insights. You'll calibrate evaluation practices and provide actionable feedback to CX leaders and vendor managers. This position supports Rheem's mission of reliable, sustainable home and work life improvements by improving the customer experience at scale.
Compensation / Benefits- hybrid work arrangement (office Mon-Thu, remote Fri)
Responsibilities- Conduct agent quality assessments to meet CX leadership objectives
- Lead calibration sessions with supervisors, managers, and vendor management for consistent quality standards
- Provide actionable insights to leadership and vendors based on observations and agent interactions
- Prepare and present reports on objectives per Sr CX leadership
- Review customer engagements to ensure alignment with internal CX and third-party vendor support
- Partner with DRT Escalations to investigate consumer concerns and perform root-cause analysis on VOC alerts
- Analyze VOC data to identify coaching opportunities and drive process improvements
- Assist in profiling skill development needs to enhance soft skills and customer experience
- Maintain knowledge of Rheem processes and CRM Case management
- Perform other duties as assigned
Key requirements- Bachelor in related field
- 3+ years of experience in call center quality monitoring, training, or supervision
- Strong background in call recording, quality monitoring, and call center reporting software
- Experience analyzing call center reports and their relation to coaching opportunities
- Proficiency with Word/Excel/Access/Power Point
- Experience in assessing skill development needs to improve soft skills and customer experience
- Strong interpersonal skills
- Good project management skills
- Strong analytical skills
- Ability to work well in a team environment
- Preferred: experience in manufacturing industry
- Preferred: certifications in call center industry
- interpersonal communication
- collaboration
- problem solving
- call recording software
- quality monitoring software
- call center reporting software
