Analyst – Remote Jobs NYC

Job Type: Analyst from home
Location: New York work from home
Company: Paychex

Drives independent quality and communication initiatives that increase customer, participant, and Paychex employee satisfaction and retention.

Responsibilities:

• Please be aware that verbal Spanish fluency is essential.
• Assists in facilitating process audits and call quality monitoring needed to satisfy regulatory, corporate, or departmental requirements, and distributes outcomes to relevant stakeholders to give a timely and accurate depiction of important quality business metrics.
• Participates in cross-functional teams to develop quality, communication, and engagement initiatives and to drive them in order to boost participant, client, and employee satisfaction at Paychex and retention.
• Supports the Client Relationship Management (CRM) technology by conducting research, writing, and/or updating.
• To ensure that end users are able to properly address client inquiries and address client issues, the organization conducts continuing research and shares that knowledge to the organization.
• Contributes to documented trend analysis and root cause analysis of quality metrics in the call and processing environments to identify whether process, product, system, and/or training improvements are required. Encourages affected groups to take corrective action.
• To ensure the accuracy and comprehensiveness of the information provided to employees through quality monitoring, audits, and written communication, develops and maintains a full understanding of the Paychex products, procedures, and structure.}

Requirements:

• Spanish fluency is required.
• Uptivity or Calabrio experience is preferred.
• Expertise working with high-end resources, such as speech analytics, is preferred.
• Preferred associate’s degree
• 3 to 5 years of experience providing services and interacting with clients via phone, email, and chat
• Experience conducting quality assessments of customer service and providing coaching to colleagues
• Excel proficiency, including knowledge of pivot tables, graphs, vlookup, and data & trend analysis experience
• Ability to deliver to both individual contributors and high level leadership; excellent presentation and communication abilities

Compensation

We are pleased to announce that the starting base pay range for this position is $18.78 – $29.52 per hour in the spirit of pay transparency. Please keep in mind that this range just takes into account the base pay and does not take other factors into account that make up the position’s entire benefits package. If you are recruited by Paychex, your total pay will be decided by criteria including your geographic location, your talents, your education, and/or your experience, which could cause your total pay to fall outside of this range.