Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT-serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.

Position Summary:
The Quality Analyst is a key member of the User Engagement team and is responsible for the overall quality of the customer interactions, making improvement recommendations to Management and monitoring the results of recommendations. The position is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer's experience when interacting with 4Help (User Engagement). The position designs and conducts quality analysis to support the functions of a continuous 365 day, 24 7 support center operation including providing input for scheduling and ensuring coverage is adequate for operations. The Quality Analyst analyzes data from multiple sources and provides real-time feedback to the management team and to department leadership. In addition, this position is responsible for review of customer satisfaction indicators and providing reports to management. This position is responsible for providing operational input into strategic planning and supporting the continuous improvement of support center operations. This position also acts as a shift lead, providing shift leadership for agents in the support center, including activities such as serving as a point of escalation and knowledge expert, ensuring agents have what they need to effectively execute their duties, and further escalating issues or questions as needed.
Applicants are required to include a sample quality analysis report or template that could be used to provide feedback to agents' incident data and summarizes any recommendations for improvement.
Virginia Tech is unable to sponsor applicants for work visas for this vacancy.

Required Qualifications:
- Experience with analyzing and auditing data and the discovery of patterns and areas for needed improvement.
- Experience researching and designing quality analysis methods based on research questions; experience aggregating and analyzing data using a variety of reporting tools.
- Ability to quickly learn knowledge and leadership responsibilities of a shift lead in a support center, including the rapid development of knowledge expertise on activities and services supported by the support center.
- Requires the ability to work professionally and courteously in a high volume and fast paced support center environment.
- Outstanding interpersonal, customer support, verbal, and technical writing skills required to document knowledge and share with others and to work with team members to assist in the formation of specific plans of action.
- Self-starter with ability to achieve competing, deadline driven priorities; operate independently and without supervision; and collaborate with assigned teams to accomplish organizational goals and objectives is essential.
- Bachelor's Degree in Business Administration, Statistics, or related field or equivalent experience.
- Applicants are required to include a sample quality analysis report or template that could be used to provide feedback to agents' incident data and summarizes any recommendations for improvement.

Preferred Qualifications:
- Experience with analyzing and auditing service incident data, unified communications/phone data, and customer surveys to identify areas of service delivery that did not meet pre-established performance standards within the Information Center.
- Experience with automated call routing and call center technology desired.
- Experience generating complex qualitative analysis reports.
- Experience in higher education and with culturally diverse populations preferred.
- Knowledge of Virginia Tech, Virginia Tech IT services and institutional structures preferred.
- Experience in a call center, support center, or service desk environment.
- Experience in development of training desired.



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