Quality Assurance Analyst, Customer Service

The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people.

Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street Journal, Barron’s, MarketWatch, Dow Jones Factiva and Dow Jones Risk & Compliance. You will find that we are a collaborative group, focused on delivering excellence during every customer interaction.

We encourage anyone that wants to join us in our mission to apply.

Quality Assurance Analyst

Based in: Barcelona, Spain

Reports to: Sr. Manager of Training & QA

Key Responsibilities:

- Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met
- Includes the management of weekly/monthly evaluations
- Work in compliance with all existing QA Criteria Documents for all channel interactions
- Deliver monthly statistical and error reporting to share knowledge with the management team
- Develop contact calibration approaches that will foster alignment with stakeholder auditors
- Create, assign and report errors and coaching opportunities that will enable improvement in overall agent performance
- Handle and track ad hoc requests and additional assignments as required
- Educate all new Customer Service personnel on the Quality Assurance Program globally

Position Requirements:

- At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role
- Strong MS Office skills - particularly Excel
- Skillset with Google Suite of Products
- Strong analytical capabilities
- Strong business writing skills
- Willingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is lifted
- Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

QUALIFICATIONS:
Required
- Strong analytical capabilities and communication skills with practical experience using MS Office, particularly Excel
- Skillset with Google Suite of Products
- Strong business writing skills
- Strong soft/people skills for effective collaboration with colleagues and teams across business lines

Preferred
- Experience in coaching and developing team members
- Excellent presentation and knowledge transfer skills

Desired
- Previous experience with data analytics

**Our Benefits**
- Comprehensive Healthcare Plans
- Paid Time Off
- Retirement Plans
- Comprehensive Insurance Plans
- Education Benefits
- Family Care Benefits
- Commuter Transit Program
- Subscription Discounts
- Employee Referral Program
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets._

Business Area: Dow Jones - Customer Service

Job Category: Quality Management

Union Status:
Non-Union role

Since 1882, Dow Jones has been finding new ways to bring information to the world’s top business entities. Beginning as a niche news agency in an obscure Wall Street basement, Dow Jones has grown to be a worldwide news and information powerhouse, with prestigious brands including The Wall Street Journal, Dow Jones Newswires, Factiva, Barron’s, MarketWatch and Financial News.

This longevity and success is due to a relentless pursuit of accuracy, depth and innovation, enhanced by the wisdom of past experience and a solid grasp on the future ahead. More than its individual brands, Dow Jones is a modern gateway to intelligence, with innovative technology, advanced data feeds, integrated solutions, expert research, award-winning journalism and customizable apps and delivery systems to bring the information that matters most to customers, when and where they need it, every day.

Req ID: 41697