Quality and Communications Analyst

Paychex is seeking an experienced Quality and Communications Analyst to join our team. The ideal candidate will be an organized and detail-oriented individual who is passionate about ensuring the highest level of customer satisfaction for our clients. This individual will be responsible for developing and implementing strategies to measure, analyze, and improve customer experience through effective quality control, communication, and feedback.The successful candidate will possess a strong understanding of customer service and communication strategies, along with excellent problem-solving and analytical skills. They will also have the ability to prioritize tasks, multi-task, and work efficiently under pressure. To be successful in this role, the Quality and Communications Analyst should have a minimum of three years of experience in a customer service or quality control role, and be proficient in Microsoft Office. Effective communication and interpersonal skills are also essential, along with the ability to work as part of a team. If you have a passion for improving the customer experience and are looking for an opportunity to join a dynamic and growing organization, we'd love to hear from you.

Responsibilities:

1. Develop and implement strategies to measure, analyze, and improve customer experience through effective quality control, communication, and feedback.
2. Monitor customer service and quality control performance to ensure customer satisfaction.
3. Analyze customer feedback and use it to make improvements to customer service processes.
4. Collaborate with customer service and other departments to identify opportunities for improvement.
5. Identify areas of potential risk and devise methods to mitigate those risks.
6. Develop and implement quality assurance procedures and processes.
7. Develop and maintain effective customer service communication channels.
8. Establish effective customer service metrics and performance indicators.
9. Maintain a comprehensive database of customer service incidents and feedback.
10. Assist in the creation of training materials and customer service guidelines.
11. Maintain proficiency with Microsoft Office suite of products.
12. Provide ongoing customer service support and troubleshooting to clients.
13. Support all customer service inquiries in a timely and professional manner.
14. Handle customer complaints and escalate issues as needed.
15. Ensure compliance with all applicable customer service regulations.

According to JobzMall, the average salary range for a Quality and Communications Analyst in St. Petersburg, FL, USA is $45,000 to $92,000 per year. This range includes base salary, bonuses, and other forms of compensation.

Paychex, Inc. is an American provider of human resource, payroll, and benefits outsourcing services for small- to medium-sized businesses. With headquarters in Rochester, New York, the company has more than 100 offices serving approximately 670,000 payroll clients in the U.S. and Europe.