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Quality Assurance Analyst

Company: Aptive Pest Control
Location: Provo
Posted on: May 3, 2021

Job Description:

Through monitoring, auditing, evaluation, and coaching, the Quality Assurance Analyst will work with contact center leaders to ensure that all representatives are providing a world-class customer service experience in all customer interactions. The Quality Assurance Analyst will also assist with identifying areas of service improvements and help to develop programs that improve the overall quality of the customer's experience.

About Aptive Environmental:

Aptive Environmental provides environmentally responsible residential and commercial pest services to more than 5,000 cities across North America. Co-founded in 2015 by Vess Pearson and David Royce, Aptive with launched the clear intention to grow as a world recognized brand. In 2020, with more than 1 million customers, Aptive was named by PCT Magazine as the 7th largest pest control company in the nation out of 20,000 competitors.

In 2019 Aptive was the youngest company featured on Glassdoor's Top 100 US workplaces and is ranked one of Entrepreneur Magazine's Best Companies in America. Aptive is also a proud member of the EPA's Pesticide Environmental Stewardship Program and has partnered with the United Nations Foundation "Nothing But Nets" to help stop the spread of Malaria transmitted by mosquito bites.

Responsibilities Include:

  • Evaluate call recordings

  • Monitor and review data, helping to chart and improve the customer's experience

  • Facilitate regular calibration meetings with organizational stakeholders

  • Advocate for excellent customer experience with agents and leadership

  • Determine weaknesses in performance and establish solutions to improve.

  • Act as a liaison between departments

  • Document and share necessary information with leadership to support effective representative feedback

  • Monitor the effectiveness and quality of incoming calls, as well as the effectiveness of training received on products, services, system applications, etc.

  • Elevate the Tribe

Qualifications:

  • Bachelor's degree preferred (or equivalent experience)

  • Previous Quality assurance experience in a contact center setting preferred

  • Previous coaching and training experience preferred

Required Skills:

  • Excellent oral and written communication skills

  • High computer literacy. Proficient in Word, Excel, PowerPoint

  • Ability to perform in a fast-paced, deadline-oriented work environment

  • Ability to work independently on weekly tasks, projects and as a member of a team

  • Ability to multi-task and organize and prioritize workload

  • Ability to quickly learn new software and applications

  • Ability to complete repetitive tasks quickly and efficiently without issue or errorThis position is located in our Provo, Utah headquarters in a beautiful building located in the Riverwoods Business Park. In addition to working with wonderful people, Aptive offers the following benefits:

  • Group Health, Dental, and Vision plans

  • Paid holidays

  • Paid time off

  • Snacks

  • Access to a full-sized indoor basketball court, game room with theater, pool table, golf simulator, and more

  • Upbeat and exciting company culture and much more!

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

To apply, please email Indeedrecruiting@goaptive.com

Keywords: Aptive Pest Control, Provo , Quality Assurance Analyst, Other , Provo, Utah

Click here to apply!

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