Senior Quality Analyst Customer Care

Overview

Job Title: Senior Quality Analyst Customer Care

JCPenney is one of the nation’s largest apparel and home furnishing retailers, and were dedicated to fitting the diversity of America with unparalleled style and value. Working at JCPenney gives you the opportunity to help create meaningful experiences for the millions who shop at 860+ stores and jcp.com. We believe in quality that can be felt, fabrics that your skin loves, colors that go with you, and sizes and prices that invite you to buy for the whole family. Were looking for motivated, talented individuals who can emerge as Warriors in our organization.

JCPenney is searching for talent to passionately serve our customers & company, and we want you! JCPenney Bangalore is growing, and Customer Care is no exception. We are looking for a Senior Quality Analyst- Customer Care | Bangalore to deliver best in class Customer Care support.

Responsibilities

The position will play an integral part in the company’s growth initiatives including but not

Limited To

• Oversee day to day operations of the team to support the leader, along with ensuring completion of assigned audits (calls/chat/social media) on a daily, weekly & monthly basis.
• Monitor quality program KPIs and site/team/LOB level quality performance, address and highlight improvement areas, and contribute to end-to-end problem-solving.
• Lead quality projects and contribute to improvements in the customer care process and quality assurance program.
• Evaluate Customer Care associates on complex interactions and behavioral competencies to ensure contact centers are striving to provide best in class customer service.
• Own team level reporting, handle escalations and disputes, and present data-driven insights to leadership.
• Provide timely, complete, and actionable qualitative feedback on evaluation forms to drive agent performance.
• Collaborate with peers and leaders from the customer care teams to address any process or quality program related issues.
• Actively lead weekly calibration sessions with Home Office and Site locations to ensure quality standards are aligned.
• Mentor junior analysts and act as a subject matter expert for the quality process.
  
  

• Minimum of 5 years’ experience in a Customer Care Center with at least 2-3 years of dedicated experience in a quality assurance role, auditing calls and chats.
• Must be rated satisfactory or better in all areas of performance and currently not on any policy violation.
• Must be at a senior associate/analyst level or higher, with proven experience in a similar capacity.
• Requires the ability to perform all tasks with minimal to no supervision and make sound, independent decisions.
• Requires excellent communication skills (verbal and written) with the ability to articulate complex feedback and findings clearly.
• Requires advanced analytical skills with a proven ability to identify trends, diagnose root causes, and visualize complex data.
• Maintains a high level of urgency and ownership, managing priorities effectively in an environment of immediacy and high visibility.
• Must be highly organized, detail-oriented, and demonstrate excellent follow-through on all commitments.
• Requires expert knowledge and experience in Microsoft Word and Excel; experience with reporting tools - Tableau and SQL is a plus.