Contact Analytics and Quality Lead

Summary

We are seeking a highly analytical and results-driven Contact Analytics and Quality Lead to join our leadership team in the solar contact center. This role is focused on driving continuous improvement in quality assurance, analytics, and operational performance. In this leadership position, you will oversee the analysis and optimization of various teams within Customer Experience, including Collections, Customer Care, and Customer Solutions. Your insights and strategic recommendations will be critical in shaping the future of our quality programs, enhancing team performance, and elevating the customer experience. Additionally, you will work closely with leadership to influence decision-making through data-driven insights.

While this position can be US-remote, we strongly prefer candidates located in one of our areas of operation: New Orleans, LA; Houston, TX; Salt Lake City, UT; Philadelphia, PA; and the surrounding Northeast region (NJ, CT, MA, RI, NH).

This position is only open to remote candidates legally authorized to work in the United States and residing in the following states: AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, LA, MA, MD, MA, MI, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, TX, UT, & VA.

Key Responsibilities:

• Lead comprehensive call and case evaluations, ensuring adherence to quality standards and providing actionable insights to improve team performance and customer satisfaction.

• Develop, manage, and oversee quality programs for the Customer Experience organization, including documentation management, change processes, and ongoing initiatives.

• Analyze and interpret CX data from various platforms, including Salesforce and contact analytics tools, to provide strategic recommendations to leadership.

• Partner with leadership to develop data-driven reports and presentations that clearly communicate findings, insights, and opportunities for process improvement.

• Oversee contact analytics efforts to ensure a holistic approach to evaluating team performance, focusing on both quality and operational efficiency.

• Facilitate weekly and monthly review sessions and calibration workshops to ensure alignment with quality standards and methodologies.

• Support continuous improvement efforts by leveraging CCaaS platforms (e.g., Five9, AWS) and other tools to enhance the quality management process.

• Act as a subject matter expert for quality management, providing guidance to teams on best practices and process improvements.

• Perform other leadership duties as assigned.

Qualifications:

• Expertise in CCaaS platforms and quality management solutions, with a strong preference for experience with AWS or similar systems.

• Proven ability to analyze complex customer experience data and provide strategic recommendations for operational improvement.

• Experience in developing and delivering presentations to senior leadership and cross-functional teams.

• Strong understanding of quality control methodologies, statistical analysis, and root cause analysis techniques.

• Exceptional communication, collaboration, and leadership skills, with the ability to influence and align stakeholders across teams.

• Bilingual (English/Spanish) is a plus.

Competencies

• Strong attention to detail, coupled with the ability to see the big picture.

• Ability to effectively manage multiple projects and priorities in a fast-paced, results-oriented environment.

• Skilled in presenting data-driven recommendations and influencing organizational change.

• Technical acumen with a deep understanding of organizational products, systems, and processes.

• Advanced problem-solving skills and the ability to lead cross-functional teams to implement solutions.

Education / Experience

• Bachelor’s degree in a related field (e.g., Business, Data Analytics, Customer Experience) or equivalent relevant work experience.

• Deep expertise in phone technology and quality assurance platforms, with experience leading initiatives that drive measurable improvements.

• Prior experience in the solar energy industry or a related field is preferred.

• Proficiency with Salesforce and other CRM platforms; experience with data analysis tools, including Google Sheets, Microsoft Excel, and G-Suite.

• Proven ability to work effectively with senior leadership and cross-functional teams.

• Must be able to successfully pass a pre-employment criminal and drug screen

Physical Demands

The physical requirements outlined are essential for performing the core duties of this role.

• Regular responsibilities include speaking, listening, standing, walking, using hands for handling or feeling, and reaching with arms.

• Occasionally, the employee may need to sit, climb, balance, stoop, kneel, crouch, or crawl. Lifting and moving objects up to 10 pounds frequently and up to 25 pounds occasionally is required. Vision requirements include close, distance, color vision, peripheral vision, depth perception, and focus adjustment.

EEO Statement

PosiGen is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, protected veteran status or any other factor protected by applicable federal, state, or local laws. Individuals who require reasonable accommodations under the Americans with Disabilities Act in order to participate in the search process should notify the Office of Human Resources.