Analyst, Quality Assurance

Customer Service TAMPA, Florida DELAND, Florida IRVING, Texas


About Frontier Communications

Frontier® Communications provides communications services to urban, suburban, and rural communities in 29 states. Frontier offers a variety of services to residential customers over its FiOS® and Vantage™ fiber-optic and copper networks, including video, high-speed internet, advanced voice, and Frontier Secure®  digital protection solutions. Frontier Business offers communications solutions to small, medium, and enterprise businesses.

Accountable for auditing sales and operational key performance indicators to include but not limited to sales order audits, questionable orders, customer experience scripting compliance, credit adjustment outliers and providing data analysis and recommended actions to stake holders

Key Responsibilities

  • Identify trends, training gaps and provide recommended actions to stakeholders
  • Performs call monitoring and provides trend data to site management team
  • Participates in customer and client listening programs to identify customer needs and expectations
  • Prepares and analyzes internal and external quality and audit reports for management staff review
  • Works with management on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service, reduce customer effort and improve first call resolution
  • Ability to interact professionally with employees on all levels of the organization

Key Qualifications

  • 4-year college degree in business management preferred, sales, marketing or a related field
  • OR - High School Diploma/GED required, plus two years of call center customer care experience
  • Excellent oral, written and interpersonal communication skills
  • Demonstrated listening and analytical skills
  • Advanced level of knowledge/expertise with PC hardware and software (Word, Power Point and Excel)
  • Intermediate to advanced level of knowledge with Social Media and Chat
  • Strong knowledge of customer care processes and techniques
  • Demonstrated ability to work well independently and in a team environment
  • Dedication to providing exceptional customer service
  • Strong attention to detail
  • Ability to work flexible hours (including weekends)
  • Travel up to 25% as required
  • Bilingual preferred

Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.