Asurion is a global leader in technology protection and support solutions. From lost, stolen, and damaged wireless handsets to malfunctioning computers, gaming systems, and more, Asurion provides worldwide best-in-class premier support, service, repair, replacement, and delivery. This position resides in the Customer Solutions team focused on any customer facing solution from processing claims to technical support.
Field Service Quality Analysts are trusted subject matter experts that analyze interactions and processes to assess the quality of both in-store Technician interactions and quality of work. The position is responsible for ensuring the right amount of calibrations and audits are completed for each store. Candidates will oversee all aspects of quality assurance including customer interactions, documentation, evaluation and calibration scoring. Field Service Quality Analysts will also assist in day-to-day operations while completing a small number of service and repair jobs.
DUTIES & RESPONSIBILITIES:
Ability to support multiple stores
Ability to travel between stores in an assigned region
Responsible for supervising and directing Technicians by conducting interaction monitoring evaluations on Technicians in person or via Asurion’s monitoring platform – interactions must be monitored and evaluated using current Quality program guidelines for both technical troubleshooting, tool usage, accuracy, and high-quality customer service skills
Evaluates a minimum number of interactions daily, based on set standard for interaction type
Conduct thorough and accurate audits of Technician performance through calling, listening, and observation
Collaborate with quality, operations, and project leaders/managers to ensure that quality standards are met and to enforce Quality program guidelines regarding failure to meet quality standards.
Provide input and status updates regarding Quality processes and results on a regular basis
Complete daily leadership tasks, including but not limited to Daily checklist, monitor phone/ parts inventory, and update metric boards
Complete evaluation assignments on time and to standard
Assist other Field Quality Analysts with completing evaluations as needed
Potentially lead internal listening sessions
Potentially attend business update meetings
Cover staff outage, to include Technician vacations and time-off, scheduled and unscheduled
Responsibly direct with accountability for Supervisors and Techs using the peer advisor process to increase quality and performance
Travel to store to ensure effectiveness of service and repair functions, performance standards, and daily production plan have been met while calibrating processes and practices governing Supervisors and Techs between all stores in the region or area of coverage.
Adheres to Technician and customer privacy expectations
Attends relevant new hire training classes to inform Technicians of the Quality process.
Effectively engage with and reassure customers to deliver outstanding customer service, modeling successful behaviors, processes while providing in the game coaching to team members
Participates in weekly calibration sessions
Participates in relevant trainings to stay informed of any client changes
Performs other duties and special projects as assigned
Maintain an overall positive attitude towards leaders, colleagues, and Asurion and Clients in general
Knowledge of Asurion principles and processes for providing customer feedback
Ability to manage stakeholders and provide pertinent information to make informed decisions
Comfortable with a great deal of autonomy and ambiguity, using independent judgment, and able to continue to complete work and drive results in such an environment
Skilled to work in a fast-paced environment
Excellent analytical and deductive reasoning skills; detail oriented
Excellent organizational and problem-solving skill
Superior public speaking, interpersonal, and written communication skills
Ability to work cross-functional in teams or as an individual
Associate degree OR equivalent combination of education and experience
Bilingual (English/Spanish or English/French) is a plus.
2+ years hands-on experience with mobile devices, tablets, computers, digital cameras, televisions, home audio, and/or appliances preferred
4+ years’ experience with administrative duties including tracking and managing data
3+ years’ quality assurance experience in a call center environment preferred
Process improvement / data analytics experience preferred.
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