Overview
Drives client, participant, and Paychex employee satisfaction and retention through independent quality and communication initiatives.
Responsibilities
Please note – Bi-lingual Spanish verbal skills required
- Helps facilitate call quality monitoring and process audits required to comply with department, company, or regulatory requirements, and delivers results to appropriate parties to provide a timely and accurate representation of key quality business indicators.
- Participates in cross-functional teams to identify, develop, recommend, and drive quality, communication, and engagement initiatives to increase Paychex employee, client, and participant satisfaction and retention.
- Supports, researches, writes, and/or updates Client Relationship Management (CRM) tool.
- Researches and communicates ongoing policy, procedural, and product information to the organization to ensure end users can effectively answer client questions and solve client problems.
- Contributes to root cause and written trend analysis of quality measures within both the call and processing environments to determine if there is a need for process, product, system, and/or training enhancements, and drives corrective action with impacted groups.
- Develops and maintains a thorough understanding of Paychex products, processes, and structure to ensure the validity and completeness of information delivered to employees through quality monitoring, audits, and written communication.
Qualifications
- Bi-lingual Spanish – Required
- Experience with Uptivity or Calabrio – Preferred
- Experience utilizing advanced quality tools such as speech analytics – Preferred
- Associates Degree – Preferred
- 3-5 yrs experience as a service provider utilizing multiple customer interaction methods including phone, email, chat
- Experience completing customer service quality evaluations and delivering coaching to colleagues
- Excel skills including pivot tables, graphs, vlookup and experience doing data & trend analysis
- Strong presentation & communication skills; able to present to both individual contributors and high level leadership
Compensation
In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $18.78 – $29.52 hourly. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this range.
Responsibilities
Please note – Bi-lingual Spanish verbal skills required
- Helps facilitate call quality monitoring and process audits required to comply with department, company, or regulatory requirements, and delivers results to appropriate parties to provide a timely and accurate representation of key quality business indicators.
- Participates in cross-functional teams to identify, develop, recommend, and drive quality, communication, and engagement initiatives to increase Paychex employee, client, and participant satisfaction and retention.
- Supports, researches, writes, and/or updates Client Relationship Management (CRM) tool.
- Researches and communicates ongoing policy, procedural, and product information to the organization to ensure end users can effectively answer client questions and solve client problems.
- Contributes to root cause and written trend analysis of quality measures within both the call and processing environments to determine if there is a need for process, product, system, and/or training enhancements, and drives corrective action with impacted groups.
- Develops and maintains a thorough understanding of Paychex products, processes, and structure to ensure the validity and completeness of information delivered to employees through quality monitoring, audits, and written communication.
Qualifications
- Bi-lingual Spanish – Required
- Experience with Uptivity or Calabrio – Preferred
- Experience utilizing advanced quality tools such as speech analytics – Preferred
- Associates Degree – Preferred
- 3-5 yrs experience as a service provider utilizing multiple customer interaction methods including phone, email, chat
- Experience completing customer service quality evaluations and delivering coaching to colleagues
- Excel skills including pivot tables, graphs, vlookup and experience doing data & trend analysis
- Strong presentation & communication skills; able to present to both individual contributors and high level leadership