Millennium Systems International is an exciting and dynamic software company based in Parsippany, NJ and was founded in 1987 to provide the beauty and wellness industry with forward-thinking, powerful management software and vital tools. We’ve built a company based on revolutionary technology, outstanding support, and more importantly, a strong passion to educate salon and spa owners on how to sustain success. Our software is utilized in thousands of salons and spas in over 36 countries, processes billions of dollars in transactions per year and is used by hundreds of thousands of users. Millennium Systems International is honored to have been named one of New Jersey's Top Workplaces for 2022 and 2023! We are currently searching for a Quality Analyst to complement our team.
This role is responsible for ensuring the quality of all interactions between our organization and our customers. This is accomplished by monitoring the interactions and the performance of the team members involved in the customer interaction versus the established quality standards. This data is captured and used for tracking performance, generating daily, weekly, and monthly quality metrics reports used to make specific recommendations for remediation, and training at individual, team and center wide levels as necessary.
Responsibilities:
- Assess a predetermined number of interactions per week based on the company’s interactions, both internally and with clients.
- Deliver One-to-One Feedback based on Quality Assessments to staff and management
- Conduct training for both existing and new employees
- Ensure Customer Satisfaction Survey tracker is updated daily and ready for review and follow-up
- Provides structured and timely recommendations; verbal and/or written feedback to Quality Assurance Leadership
- Observe all Millennium Systems International policies and procedures
- Provide coaching to staff and track performance expectations and results
- Review systems to ensure company standards are met, exceptions are notated, and issues escalated as necessary
- Escalate key maintenance errors identified during scoring process and ensure resolution of same, reviewing programs, processes, documentation, to ensure compliance with internal company requirements or government regulations
- Attend training classes, calibration sessions, and team meetings in order to keep abreast of current procedures and business needs
- Clearly communicate overall process or transaction quality and provide feedback to key stakeholders regarding identified material deficiencies or issues including identification of inconsistencies.
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Requirements:
- Minimum of 24 months of previous Service Desk, Help Desk, or Customer Service experience preferred
- BA or Vocational school degree preferred or equivalent work experience
- Beauty Industry (e.g Spa, Salon) experience a plus
- Able to demonstrate a positive, enthusiastic, and supportive approach to their daily job
- Demonstrates communication and interpersonal skills for both employees and customers
- Demonstrates ability to successfully work with continuous service improvement environment, where change is a daily constant
- Demonstrate ability to work in a team environment, and maintain superior customer service skills even under pressure
- Demonstrates the ability to coach and mentor team members to help them improve, grow and achieve their performance goals
We Offer:
- Comprehensive subsidized benefits package including medical, dental and vision
- 401k with matching contribution
- Life insurance
- Long Term Disability
- Flexible work environment (remote ability)
- 3 weeks of vacation
- 10 paid holidays
- An opportunity to work at a New Jersey Top Workplace!
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Vision insurance
Compensation package:
- Bonus pay
Schedule:
- Monday to Friday
Work Location: Remote
