Oct 17, 2019

CARE Quality Analyst

  • Professional Diversity Network
  • Englewood, CO, USA
Full-Time Other

Job Description


Bigger challenges. Bolder ideas. Global impact. At Viasat, we're on a mission to deliver connections with the capacity to change the world. We're the company behind the world's fastest satellite internet service, with technology that's helping to bridge the digital divide and improve life for our customers around the globe. By providing powerful new ways for people to connect with one another, gain greater access to education, entertainment, medical research, commerce, and much more, our team is empowering millions of customers worldwide.
We're growing rapidly and looking for passionate, innovative professionals to join our team and connect the world to more. You'll work in a collaborative and inclusive environment that values diverse perspectives and continuous learning, and provides industry-leading benefits with unmatched opportunities for career growth. Our team is fearless in pursuit of new ideas and uncompromising in our quest to become the world's first truly global Internet Service Provider. Interested in joining our mission? Take a look at career opportunities at Viasat today.
Job Responsibilities
  • Monitor call/email/chat and work quality representing Viasat Corporate scoring team, coordinating assistance in monitoring by Training and Operations teams as well.
  • Develop, coordinate, and deliver a quality programs for the vendors' quality service team, as well as the coordination of all agent training on quality concepts.
  • Develop and implement a Quality Variance program measuring the accuracy of vendor scores, including secondary audits and calibration programs with direct reports and extended to Care vendors.
  • Provide direction and supervision to the Viasat Quality department and all third party vendors, as well as develop and implement Quality training programs and modules.
  • Monitor and evaluate training material, processes and/or practices for quality and effectiveness, identifying skill gaps; makes recommendations for improvement in residual training programs for Customer Service Operations Associates and report results to management.
  • Develop and launch a Viasat sponsored coaching & development program for internal call center and external vendors. Ensures the delivery of coaching sessions with agents, providing recommendations to enhance program performance.
  • Drives the development for new Quality technologies and scoring methodology, including the user interface design of any scoring systems, and reporting functionality to be used by Viasat and multiple vendors. Integrates quality technology with additional performance metrics.
  • Create reports providing vendor scores and quality analytics to the Viasat management team. Ensures quality performance and strategy align with Viasat corporate goals and customer satisfaction requirements.

  • 2 years of demonstrated experience in cross-organizational and cross-departmental change management
  • Ability to work effectively with all levels of personnel within the industry
  • Strong leadership disposition and excellent organizational skills
  • Proven coaching and management skills
  • Excellent written and oral communication skills
  • Ability and willingness to travel as needed
  • AA degree or equivalent experience
  • US Citizenship or Lawful Permanent Residence

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Additional requirements

Minimum education:

AA/AS or equivalent experience

Years of experience:

2-4 years




US Citizenship or Permanent Resident Status required







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