Quality Assurance Analyst

The Role:
The Quality Analyst reports to the Manager of Workforce Management and Quality Assurance. This role is based out of the Chicago office, and is responsible for monitoring client interactions, evaluating those interactions, and providing performance feedback. Ultimately, the Quality Analyst is a brand ambassador for Morningstar, ensuring we are providing the best possible support to our clients. This role is also responsible for reporting Quality performance from the overall Client Support level, down to individual performance at the representative level. This role is also responsible for identifying trends in performance and recommending course-correction, as well as identifying opportunities for efficiency gains. Upcoming projects for this role include the implementation of a new Quality platform and potential speech analytics. You'll also be introduced to basic Workforce Management for some cross-utilization in tasks including event planning and scheduling, and Support analytics.
Job Responsibilities:• Review and evaluate Client Support interactions (calls, emails, cases, etc.)• Review and evaluate non-phone Client Support interactions (email, etc.)• Provide feedback to Client Support Representatives and recommendations for improving client interactions• Report on individual and team performance• Create and publish a monthly Quality Report• Analyze available data to better support our internal customers and to provide detailed reporting• Attend, and occasionally lead, Quality update meetings with Support Leadership• Assist with work on supporting projects• Ad hoc reporting and analysis as needed
Required skills:• 1+ year(s) client support experience (Morningstar or external)• Excellent verbal and written communication skills• Proven time management skills• High level of proficiency in Microsoft Office Suite• General knowledge of Salesforce is a plus (admin knowledge is a plus)• Detail-oriented, self-motivator with an enthusiasm to create new processes and help improve existing processes• Familiarity with project management methodologies• Ability to work independently up to 80% of the time
Preferred skills:• High proficiency with Microsoft Excel• Experience using Salesforce• Morningstar product knowledge on multiple products is a plus (if internal)• SME level knowledge of at least 1 Morningstar product is a plus (if internal)• Reporting and analytics experience is a plus• Experience providing performance feedback is a plus
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