Client Service Quality Analyst I

Client Service Quality Analyst I (Onsite - Sacramento, CA)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry. Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations - all on one platform. With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles. Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Client Service Quality Analyst I is responsible for the quality of agent's phone and ticket evaluations, while maintaining accountability for performance and coaching to the desired goals. This position will evaluate and analyze the quality of agent interactions with clients to identify trends and coaching opportunities for optimizing future performance. The Client Service Quality Analyst I ensures quality and consistency of Client Service agents through continual review, feedback and on-the-job coaching, training, and development. Listens in on calls, recordings and/or other client interactions to evaluate the Client Service agents' skills in dealing with clients and accuracy and effectiveness of information or advice provided to clients.


Key Responsibilities

• Performs call monitoring and recording and/or review of client processes.
• May engage directly with Client Service agents to provide specific coaching or training.
• Defines and recommends improvements related to call handling.
• Gains familiarity with Client Service Quality concepts, practices, and methodologies.
• Reviews and contributes to the team's process for call and case management.
• Reports on the team's and individuals' progress against selected metrics and performance measures.
• Provides timely feedback to team members based on daily quality reviews.
• Learns and applies company Client Service Quality's processes and procedures.
• Assists with special projects as assigned.

Minimum Qualifications and Experience Required

• 1+ years Quality Assurance experience OR 2 years work experience.
• Must possess effective communication and process management skills.
• Demonstrated ability to perform in a collaborative team environment with peers and stakeholders.
• Knowledge of various computer applications including experience with business support applications such as MS Office (Word, Power Point and Excel) required.
• Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams throughout the organization.
• Other duties as needed or required.

Preferred

• College degree preferred or commensurate work experience.
• Ability to identify problems and initiate corrective actions and preventative actions.
• Perceptual and analytical problem solving relating to removal of obstacles.
• Manage routine questions relating to quality processes and procedures.
• Follow up skills. Ability to manage and respond to multiple open issues.
• Able to work independently with little direction and multi-task while being extremely productive and timely.
• Identify, initiate, and implement process improvement projects.
• Knowledge of the Effortless Experience concepts and skills.
• Ability to perform Root Cause Analysis on performance issues related to quality.
• Knowledge and/or expertise in speech analytics such as Observe AI.

Compensation

The hourly range for this position is: $22 - $24


Final compensation for this position will be determined based upon the applicant's relevant experience, skillset, education, location, business needs, market demands, and other factors as permitted by law.


At Vitu, our engaged workforce is the key to our success. We are committed to creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We have an Employee first culture and foster a collaborative environment where innovation, creativity, diverse ideas and opinions are valued. We value each team member and ensure they have the opportunity to grow and contribute to the success of our organization.

At Vitu, we care for our employees and their families. We offer a comprehensive benefits package including -

• Healthcare Coverage for you and your family covering Medical, Dental & Vision
• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Generous PTO
• Pet Insurance
• Retirement Planning
• ID Theft Insurance
• Life and Disability Insurance
• Commuter Benefits
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement

Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment. We are committed to providing an environment that is free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status or any other category protected by applicable federal, state or local law. Vitu is committed to providing reasonable accommodations when requested by an applicant or employee with disabilities, unless such accommodations would cause undue hardship.