Extra Space Storage

Midvale, Utah, United States

Quality Assurance Analyst (Call Center)

Posted over 1 month ago

Job Description

Its not easy being stuck in a job. Join a company that cares about you. Were listed on multiple "Best Places to Work" awards including Forbes, and Glassdoor. Were an S&P 500 company that hasnt stopped growing since our founding in 1977. Self-storage is our product, helping people is our passion. Grow with us.

If you are a self-starter with an exceptional eye for detail, a passion for optimizing organizational processes, enjoy analyzing datasets all while keeping the customer experience in mind, this position is for you.

The Extra Space Storage customer contact center is hiring a Quality Assurance Analyst, which is responsible for analyzing customer conversations and interactions utilizing manual QA forms & advanced speech analytics solutions. This position works closely with sales and service team leads, contact center leadership, and reports to the QA manager.

Primary Responsibilities and Job Specifications

  • Understanding the organizations business objectives and goals.
  • Analyzing recorded audio and text data for critical insights, patterns, and trends.
  • Communicating analysis and proposing solutions to the leadership team.
  • Construct searches and reports designed for automated analysis and topic identification.
  • Generate comprehensive reports, scorecards, and perform regular and ad hoc analysis.
  • Coordinate weekly calibration session across all teams and functions
  • Identify innovative ways to receive and track actionable customer feedback.

Education and Experience

  • 3+ years in call center environment
  • 1+ year experience using data, text or speech analytics tools used to identify and improve experience and processes.
  • Outstanding customer service skills and dedication to providing exceptional customer service.
  • Strong analytical and report modeling skills
  • Ability to manage multiple initiatives simultaneously.
  • Presentation and persuasive communication skills.
  • Ability to multi-task in a fast- paced environment
  • Self-motivated, a self-starter.
  • Detail oriented and able to make sound decisions.
  • Bilingual a plus

If you are a current Extra Space employee, please apply through the "Find Internal Career Openings" in Workday.

Extra Space Storage is the second largest operator of self-storage facilities in the U.S. Since we were founded in 1977, weve taken the storage industry by storm. In 2015 alone we added 1.6 Billion dollars in new acquisitions to our already large property portfolio.

The cornerstone of Extra Space Storage is successful partnerships with our stakeholders, partners, investors and customers. Our goals are driven by an impassioned, dedicated workforce that thrives in the innovation driven corporate environment. We are the best, at getting better!

Our Team Makes Us EXTRAordinary

Knowledge is power and experience is valuable. This is why we strive to attract the best candidates for every position at Extra Space Storage. Every position is valuable to our success from our executive management team, corporate employees, on-site managers and call center team.

Offering a Career Path Paved with Innovation and Satisfaction

Attracting the best candidates in any field requires a commitment to job satisfaction. At Extra Space Storage, job satisfaction is high, this is why we have one of the best retention rates in the business. We know that our success depends on our team loving their jobs!

An Extra Space employee is number one valued and knows they are invaluable to the team, customer and company. Second they are passionate enjoying a challenging and rewarding career path armed with the tools they need to succeed. Add a fun work culture and spectacular offices makes Extra Space a pretty amazing place to work.



Posted 6 Days Ago

Full time

R-24415

69669473

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