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Dow Jones

We break stories, influence ideas, and advance business intelligence and cultural interest. We expose the events that turn markets, the digital breakthroughs that transform art, the demand that drives invention, as well as the political and societal passing moments and lasting consequences. We are the people of Dow Jones. From different fields, backgrounds and viewpoints we invite you to join us.

Examine the world and bring it to others.

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Job Information

Dow Jones Quality Assurance Analyst in PRINCETON, New Jersey

Job Description:

The Customer Service Department’s mission is to provide superior customer experiences that are purposeful, seamless, consistent, and that are in-line with our world-class B2C and B2B brands.

Our Customer Service Teams provide 1st through 3rd level support for our global customers and client contacts. Our Contact Center Operational Excellence team is responsible for Training, Quality Management, Service Performance Reporting, Service Design, and the Systems that support the Customer Service team. Our Customer Experience Design Team are the guardians of the customer experience and advocate for our customers.

All of our team members are passionate about always being the 'customer' and work to incorporate our CSXD core values into their work every day. We are looking for applicants that are Curious, Unique, Self-Starters, Team Players, Open, Motivated, Educated, and Respectful.

We encourage anyone that wants to join us in our vision to lead Dow Jones in being a customer-obsessed organization to apply.

Quality Assurance Analyst

Based in: Princeton, NJ

Reports to: Sr. Manager of Training & QA

Key Responsibilities:

  • Evaluate and review the quality of agent contact responses to ensure acceptable service standards are met

  • Includes the management of weekly/monthly evaluations

  • Work in compliance with all existing QA Criteria Documents for all channel interactions

  • Maintain and edit as needed all QA Criteria Documents for all business lines

  • Utilize quality assurance data to analyze and identify trends and skill gaps to recommend to management countermeasures to optimize the customer experience and lift agent performance

  • Deliver monthly statistical and error reporting to share knowledge with the management team and for use in monthly KPI (Key Performance Indicator) meetings

  • Develop contact calibration approaches that will foster alignment with stakeholder auditors Schedule and lead recurring calibration sessions across business lines

  • Responsible for meeting internal audit and calibration deliverables

  • Must distribute a written summary of learnings and agreed actions

  • Create, assign and report errors and coaching opportunities that will enable improvement in overall agent performance

  • This includes errors created by other DJ colleagues

  • Process and distribute Customer Experience Investigations (CEIs) to the management team as needed when customer interaction standards are not met

  • Participate in short-term skill-based auditing projects for all business lines to hone in on specific issues, trends and concerns resulting from the auditing process or intrinsic knowledge from stakeholders

  • Work closely with the Training Team to share knowledge of skill deficiency trends and coaching opportunities to drive improvement in training modules

  • Handle and track ad hoc requests and additional assignments as required

  • Stay informed on product and procedure enhancements needed to properly evaluate calls by attending training, monitoring WIKI posts and updates, and reviewing pertinent email communications for impact to the QA workflow

  • Educate all new Customer Service personnel on the Quality Assurance Program globally

Position Requirements:

  • At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role

  • Strong MS Office skills - particularly Excel

  • Skillset with Google Suite of Products

  • Strong analytical capabilities

  • Experience in coaching and developing team members

  • Excellent presentation and knowledge transfer skills

  • Strong soft/people skills for effective collaboration with colleagues and teams across business lines

  • Strong business writing skills

  • Willingness to travel, the expectation will be that this role may require regular visits to each contact center when travel is lifted

  • Recognition that operational roles of this nature involve some element of weekend oversight, plus unscheduled incident and crisis management

QUALIFICATIONS:

Required

  • Strong analytical capabilities and communication skills with practical experience using MS Office, particularly Excel

  • Skillset with Google Suite of Products

  • Strong business writing skills

  • Strong soft/people skills for effective collaboration with colleagues and teams across business lines

Preferred

  • Experience in coaching and developing team members

  • Excellent presentation and knowledge transfer skills

Desired

  • At least one year of experience performing a Quality Analyst role in a similar environment or equivalent quality assurance activities in a customer-facing role

Our Benefits

  • Comprehensive Healthcare Plans

  • Paid Time Off

  • Retirement Plans

  • Comprehensive Insurance Plans

  • Education Benefits

  • Family Care Benefits

  • Commuter Transit Program

  • Subscription Discounts

  • Employee Referral Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put Reasonable Accommodation in the subject line.

Dow Jones , Making Careers Newsworthy

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets .

Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, please reach out to us at TalentResourceTeam@dowjones.com. Please put “Reasonable Accommodation" in the subject line.

To enter one of our US based offices: Any offer of employment is contingent on providing proof of Covid-19 vaccination prior to your start date, subject to approved medical and/or religious exemptions, in accordance with applicable law.

Business Area: PRINT & ENT SVCS - CUSTOMER SERVICE

Job Category: Data/Content Group

Union Status:

Non-Union / No clear and likely Internal Candidate (Employee Only) has been identified

Req ID: 34864

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