ECRC Quality Monitoring Analyst

We are Reckitt

Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a privilege.

About the role

The quality monitoring analyst is responsible for ensuring Consumer Resource Center (CRC) specialists provide outstanding customer service while meeting business needs and complying with guidelines, policies, and regulations using the quality monitoring scoring process across all consumer contact channels such as phone, chat, email, social, text and Specialty Programs. This position will be required to be knowledgeable of all current CRC processes, guidelines and work instructions and will work closely with leadership and business support teams within the CRC.

Your responsibilities

• Monitor contact channel engagements for assigned team using appropriate tools and work instructions to ensure engagements are scored according to the Quality Standards Definition Document (QSDD)
• Enter all scores and documentation into Salesforce & Level AI quality monitoring forms in a timely manner
• Ensure all specialists receive the appropriate amount of quality monitorings per week based on supervisor discretion and business needs
• Assist in implementation of AI Quality Analytics tool and be responsible for ensuring that the data generated by AI Quality Tool is clean, structured, accurate, and ultimately integrated into Quality Scoring Models and employee coaching/performance plans.
• Provide trend analysis for specialist performance, voice of the consumer, and other insights to provide continuous improvement
• Provide feedback and insight into coaching plans that improve individual and departmental quality
• Partner with team and training teams to ensure quality needs are identified and addressed
• May be required to complete additional tasks assigned by management as required by business needs
• Ensure skills are updated by attending training for all new programs, refresher trainings and any other management assigned training as required by position
• Other duties as assigned

The experience we're looking for

• Bachelor’s Degree preferred
• Minimum of 3 years’ experience working in sales, marketing, or consumer service
• Hybrid work schedule: 3 days in office, 2 days WFH
• Effective time management skills
• Demonstrated ability to be self- managing
• Demonstrated ability to provide constructive feedback and coaching for performance
• High quality written, verbal and listening skills
• Proven ability to multi-task, prioritize in fast paced environment and demonstrate results
• Highly flexible to changing business needs; team player

What we offer

With inclusion at the heart of everything we do, working alongside our four global Employee Resource Groups, we support our people at every step of their career journey, helping them to succeed in their own individual way. We invest in the wellbeing of our people through parental benefits, an Employee Assistance Program to promote mental health, and life insurance for all employees globally. We have a range of other benefits in line with the local market. Through our global share plans we offer the opportunity to save and share in Reckitt's potential future successes. For eligible roles, we also offer short-term incentives to recognise, appreciate and reward your work for delivering outstanding results. You will be rewarded in line with Reckitt's pay for performance philosophy.

US salary ranges

USD 45,000 - 67,000

US pay transparency

The base salary range for this role will vary based on experience in job and industry, training and education, skills relevant to the position, and other factors permitted by law. In addition to the base salary, the position is eligible for an annual discretionary bonus, which is subject to change each year. Reckitt offers eligible employees competitive benefits including medical, prescription, dental, vision, and life and disability insurance; paid time off for vacation, sick and Company recognized holidays; a 401(k) plan; 16-week paid parental leave or 26 weeks for the birthing parent; adoption and fertility support; tuition reimbursement; discounts; and much more. Our compensation and benefits packages aim to give our talent the reward, protection, and peace of mind they deserve. If reasonable accommodation is needed to complete your application, please contact NAtalentacquisition@reckitt.com. Reckitt is committed to the full inclusion of all qualified individuals.

Equality

We recognise that in real life, great people