Job Number: 2275106Business: GE CapitalBusiness Segment: Capital - InternationalAbout Us: Posted Position Title: Direct Sales Quality AnalystCareer Level: ExperiencedFunction: SalesFunction Segment: Administration and SupportLocation: New ZealandU.S. State, China or Canada Provinces: City: AucklandPostal Code: 1010Relocation Assistance: NoRole Summary/Purpose: To monitor and assess the quality of customer interaction across the Direct Sales business taking into account compliance and customer experience drivers. This role will provide both qualitative and quantitative data to the sales leaders so that they can better coach and lead the agents linking directly to a better business outcome.Essential Responsibilities:
- Retrieve, review and analyse call and customer experience data from all existing and future processes (i.e. NPS) with the view to be able to clearly articulate what the agent did well against set criteria, what the agent could be better to deliver a better business outcome and to identify any compliance or risk markers that require attention
- Provide to the sales leadership reporting on both a quantitative and qualitative basis which when acted upon will create a better business outcome, a more compliant business unit and a better customer experience.Qualifications/Requirements: Experience
- Call centre experience
- Some experience with data analysis and interpretation
- Experience with Microsoft Office
- Previous experience of quality work highly desirable.
- Demonstrated desire to learn and work in quality/customer experience roles.
- Good call centre telephony system experience and exposure
- Some operations experience preferable
- Call Centre technology preferred
- Excel Skills: medium
- PowerPoint Skills: Medium
- Good communication abilities to review and interpret documents, to write reports, correspondence and presentations
- Strong understanding of systems and processes applicable to Direct Sales
- Ability to work closely with different parts of the businessAdditional Eligibility Qualifications: Desired Characteristics: