Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for
Full Details :
Company Name : The New York Times
Location : New York, NY
Position : Customer Service Quality Assurance Analyst
Job Description : The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a newsroom that’s 1,700 strong and sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for.
Note for US based roles: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.
This is an important moment in the life of The New York Times. We have declared ourselves a subscription-first company—staking our future on producing journalism worth paying for and developing deeper relationships with our subscribers. Customer Care is an important part of this mission, serving as the front line of communication between The Times and our customers.
As a Customer Service Quality Assurance Analyst, you will help The New York Times live up to its brand. We’ll rely on you to ensure our internal team of high-touch customer service agents receive the guidance and coaching necessary to solve our customer’s problems with ease. You’ll evaluate and analyze data, including customer feedback and agent interactions, to continuously improve the overall quality of our program. You will be an individual contributor reporting to the Senior Manager of Content, Training & QA. This is a 100% remote position.
Responsibilities
Analyze agent performance data to identify trends and coaching opportunities
Provide feedback directly to agents and Team Leads to improve agent performance
Build strong relationships with remote agents and TLs
Review and score interactions using our quality assurance form
Facilitate sessions with all in-house Team Leads to ensure we are evaluating agents in a consistent fashion
Investigate escalated agent interactions identified by our outsourced sites or third-party QA vendor to determine the right course of action (e.g., agent coaching, termination)
Qualifications
You’re empathetic and understand the perspective of our customers and customer service agents
You build trust with customer service agents and leadership in a remote setting
You are passionate about providing feedback to others to improve performance
You can see patterns and trends in data
You’re curious and the type of person that spends an afternoon tracking down the right answer
3+ years of experience as a customer service agent, trainer, QA analyst or operational leader.
#LI-AM1
The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.
The New York Times Company is an Equal Opportunity Employer and does not discriminate on the basis of an individual’s sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics. The New York Times Company will consider qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local “Fair Chance” laws.
This post is listed Under New York jobs
Disclaimer : Localpublic.in works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company