Call Center Quality Analyst Job
Best Buy - Richfield, MN

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Call Center Quality Analyst

Job Number: 13000000HJ


This position is responsible for all efforts related to the development and application of quality programs in the Consumer Relations department to ensure that Best Buy customers receive the level of service that meets or exceeds our corporate standards with each customer contact. Provide training and coaching to agents and supervisors. Monitor agents for adherence to processes, quality standards and business analytics. Provide reporting and trending for quality and metrics insights. This includes working with internal partners to create appropriate process improvements and agent training as appropriate. It also involves leading calibration meetings with site supervisors, managers and trainers to ensure that the quality program is successfully administered.

Basic Qualifications:

- At least 90 days of experience in Consumer Relations.

- 5 years of experience in Customer Service.

- Proven ability to influence without authority.

- Demonstrated ability to contribute significantly to process improvement and share insights.

- Strong understanding of Quality's role in the customer experience.

- Deep knowledge of Best Buy's policies.

Preferred Qualifications:
- Bachelor's Degree.

- Experience in call center Quality monitoring.

- Experience leading meetings and training in a corporate environment.

- Bilingual in English and Spanish is a plus.

Job: Enterprise Customer Care

Primary Location: United States-MN-Richfield

Organization: Best Buy US Corporate

Job Posting: Feb 14, 2013

About this company
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Best Buy Co., Inc. (Best Buy) is a specialty retailer of consumer electronics, home office products, entertainment software, appliances and...