Sirva · 1 day ago
Workforce Quality Analyst (US, Virtual)
United States
Full-time
Remote
Mid Level
$24.04/hr - $28.85/hr
3+ years expSirva is a leading global relocation management and moving services company, and they are seeking a Workforce Quality Analyst. The Quality Analyst will be responsible for designing and conducting quality assurance reviews, audits, and reporting to enhance the overall organizational customer experience.
ConsultingCustomer ServiceDelivery ServiceLocation Based ServicesProperty ManagementReal EstateTransportation
Responsibilities
Participate in the design of contact monitoring formats and quality standards
Perform contact monitoring (email, chat, voice, etc.) and provide trend data to site management team
Provide detailed feedback to employees and managers on audited interactions
Use quality monitoring techniques to compile and track performance at a team and individual level and identify trends through data analysis
Oversee additional audits as requested (missing data audits, profile audits, etc.)
Provides actionable data to various internal support groups as needed
Coordinate and facilitate calibration sessions
Provide feedback and recommendations on elements that can be improved or enhanced
Liaise with Operations and L&D to provide recommendations for training and development opportunities
Prepare and analyze internal and external quality reports for management staff review
Participate in regular calibration meetings with the Operations and Training teams to provide recommendations to harmonize quality standards
Compile, analyze, and distribute reporting
Serve as a technical resource for quality assurance related matters
Ensure continuous learning and development of self
Contribute to the knowledge base for the betterment of overall operations
Recommend process improvements changes based on business objectives
Projects and / or tasks as assigned by supervisors
Qualification
Required
Bachelor's degree in Information Technology, Math, Statistics, Data Mining, Business, or the equivalent and/or related work experience
3-5 years of experience in Quality Assurance or Business Analyst
Excellent communication skills (both written and verbal)
Outstanding customer service skills and dedication to providing exceptional customer care
Strong quantitative, analytical and technical aptitudes
Ability to define problems, collect data, establish facts and draw valid conclusions
Superior listening skills
Attention to detail, strong organizational and time management skills
Must be able to effectively deal with people at all levels within the Company
Must adapt well to change and successfully set and adjust priorities as needed
Must be proficient with Microsoft Office (PowerPoint, Word, Excel, Power BI)
Demonstrated strong analytical skills
Skills in complex problem solving, judgment, critical thinking and decision making
Results orientated - ability to prioritize, drive and achieve results for self and others while working toward deadlines under pressure
Highly organized, with an emphasis on accuracy and timeliness
Analytical approach with the ability to interpret information and trends
Ability to work alone with minimum supervision as well as with others in a team environment occasionally under time pressure and on several tasks at the same time
Strong organizational and time management skills coupled with exceptional attention to detail
Logical thinker with good analytical and problem-solving skills
Ability to analyze complex problems involving multiple facets and variables in non-standardized situations
Ability to multi-task and prioritize in a fast-paced environment
Ability to collaborate successfully with employees from other departments
Ability to understand and adapt the direction/strategy of SIRVA relocation
You foster belonging and encourage authenticity. You are inclusive, value diversity, and recognize that these behaviors empower and inspire positive action and promote innovation
Preferred
Knowledge of the relocation industry will be an added advantage
Benefits
Comprehensive benefits package that includes Medical, Dental, Vision, 401(k), FSA/HSA, Employer HSA Match, Life & Disability Insurance, Paid Time Off, Volunteer Time Off, ID Theft Protection Plan and more.
Company
Sirva
SIRVA provides mobility & relocation services to corporate customers, individual consumers, and military and government agencies worldwide.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2018-08-01Series Unknown
2018-05-23Acquired
2003-11-26IPO
Leadership Team
Jacob George
President, Asia and Middle East
Thomas Oberdorf
Retired
Recent News
2025-04-21
2025-04-14
Canada NewsWire
2025-02-22
Company data provided by crunchbase