Customer Quality Analyst

Job Title:Customer Quality Analyst
Location: Greater St. Louis, MO
Start Date: Immediate
About Gateway:
Gateway Fiber is seeking an outstanding individual to fill our Customer Quality Experience Analyst role. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.
Gateway’s Beliefs About People:
Gateway believes that people want to know they are cared for both professionally and personally at work. We all share a clear vision of where the company is going and how our contributions positively affect our culture and operational performance. At Gateway, we lookout for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.
Expected Outcomes and Requirements:
Gateway Fiber is seeking a diligent Customer Quality Analyst to ensure the highest standards of customer support communication and service accuracy. This role plays a pivotal role in enhancing the overall customer experience by evaluating and refining customer service interactions and order processes. The Customer Quality Analyst is expected to contribute in the following significant ways:

• Evaluate Customer Service Communication:
  • Conduct thorough evaluations of customer service communication by reviewing interactions across various channels, including calls, tickets, and chats.
  • Ensure that communication consistently adheres to the highest standards of customer support and aligns with company guidelines.
  • Identify areas for improvement in communication and customer interactions.
  • Deliver constructive feedback and coaching to customer service representatives to enhance communication skills.
  • Collaborate with team leads to implement targeted training programs, as necessary.
• Order Accuracy:
  • Review customer orders to ensure accuracy in details and adherence to company policies.
  • Collaborate closely with order processing teams to promptly identify and rectify any discrepancies, ensuring a high level of accuracy in order fulfillment.
• Manage Order Flow:
  • Oversee the customer order flow through the entire process.
  • Identify bottlenecks, potential issues, and opportunities for improvement in the order fulfillment process.
  • Implement measures to streamline and enhance the efficiency of order processing.

What you'll bring to the table:

• Excellent organizational skills and attention to detail.
• Proven problem solving and organizational abilities.
• Detail oriented with a strong emphasis on accuracy in order processing & documentation.
• Proficient with Microsoft Office Suite.
• Self-starter and efficient at managing time.
• Bachelor’s degree in business administration or related field, or combination of education and experience.
• Prolonged periods sitting at a desk and working at a computer.

What's in it it for you?

• Seeing your work make a positive difference in the lives of our served communities
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
• Locally owned, friendly, innovative company with high growth projections.
• Career development.
• To learn skills and participate in critical projects in all areas of the business.

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