Elevate Customer Support effectiveness by monitoring calls, emails, and chats; assessing agent demeanor, technical accuracy, service quality, and policy adherence; and delivering actionable coaching and insights that improve performance, accuracy, efficiency, and the overall customer experience.
In this opportunity asQuality Analyst, you will:
- Exceptional verbal and written communication; strong business writing with precise vocabulary, grammar, and structure
- Active listener who seeks clarification to ensure full understanding before taking action
- Builds strong, collaborative relationships across and beyond Customer Support
- Exercises sound judgment and discretion to drive outcomes that benefit multiple departments
- Strong analytical mindset; identifies systemic training/quality gaps and recommends effective solutions
- Open, honest, and professional; demonstrates confidence and courage in challenging, diverse situations
- Detail-oriented and self-motivated; comfortable working independently
- Highly organized; able to plan, prioritize, and manage workload to meet deadlines.
About you
- BA/BS degree required
- Strong technical proficiency with workflow systems and tools, including Thomson Reuters products, Windows, Word, Excel, PowerPoint, Outlook, Teams, Calabrio, and Tableau
- 2+ years of progressive experience in training and/or quality (preferred)
- Demonstrated business acumen and leadership experience
- Proven ability to deliver high-quality output under tight deadlines
- Exceptional self-directed time management and prioritization skills
- Creative, innovative approach to evolving customer support quality needs
- Excellent verbal and written communication, with demonstrated coaching and mentoring capability.
What s in it For You
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Hybrid Work Model: We ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
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Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
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Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
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Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
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Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
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Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
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Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
