Quality Analyst, ERC

Company Description

Greater talent distinguishes great companies from the rest. Fiddich partners with organizations across the globe to optimize talent attraction and retention.

Organizations partner with Fiddich to attain the highest levels of excellence in their talent strategies. Serving as a critical partner for organizations, we take great pride in what we do — connecting great people to great opportunities, helping businesses win!

Each day, we work to be the best talent solutions provider in the world. To us, that means developing long-lasting partnerships and caring more than any other provider. We’ll go further to understand the needs of our customers, our candidates, and our employees and to deliver on our promises. That’s what differentiates us from our competitors. 

For more information, visit https://fiddichconsulting.com 

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Our client is an American electronic commerce and cloud computing company with headquarters in Seattle, Washington, looking for experienced candidates to join their team. Our client is the largest Internet-based retailer in the world by total sales and market capitalization.

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Job Description

Position Responsibilities
· Prepare new hires and tenured Client employees for various roles and tasks by identifying training needs
· Monitor ticketing, phone, and chat metrics to identify individual needs and address them
· Provide coaching support
· Evaluate data, identify issues, and make recommendations for quality improvement processes
· Identify department development needs and communicate them to Team Leads and Managers
· Perform department wide security and quality audits as directed by business need
· Other quality and support duties as assigned

Qualifications

BASIC QUALIFICATIONS

Basic Qualifications
· 2 + years HR or quality assurance experience.
· Demonstrated superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity.
· Ability to push back, foresee potential issues, and advocate for relentless improvement.
· Excellent verbal and written communication skills.
· Strong command of Microsoft Office including Excel, SharePoint, Word and PowerPoint.
· Bachelor’s Degree in a related field.
· Ability to clearly communicate complex information and to effectively motivate small groups.

PREFERRED QUALIFICATIONS

Preferred Qualifications
· Experience with PeopleSoft
· Experience with CRM tool

Additional Information

All your information will be kept confidential according to EEO guidelines.