Bilingual Evaluator Analyst

Company Overview

Grainger is a broad line, business-to-business distributor of maintenance, repair and operating (MRO) supplies and other related products and services. More than 3.2 million businesses and institutions worldwide rely on Grainger for products such as safety gloves, ladders, motors and janitorial supplies, along with services like inventory management and technical support. These customers represent a broad collection of industries including commercial, government, healthcare and manufacturing. They place orders online, on mobile devices, through sales representatives, over the phone and at local branches. Approximately 5,000 suppliers provide Grainger with more than 1.6 million products stocked in Grainger’s distribution centers and branches worldwide.

Position Description

The Evaluator Analyst role supports Grainger’s strategic vision to be our Customers’ first choice by providing an excellent customer experience each and every time across the multi-channel Contact Center network. Evaluators leverage various tools and technologies to evaluate Customer interactions, develop reporting, and provide strategic recommendations to improve front line team members’ performance. They will work collaboratively with business partners and people leaders to drive a consistent, exceptional Customer experience in the Contact Center organization.

 

• Influential change leader that inspires action in a meaningful way with or without authority. Partners to ensure successful deployment of new initiatives to improve the customer experience to internal and external customers.

• Indispensable partner to all levels of Customer Service, to drive change and compliance in accordance with set quality attributes

• Understands and communicates the Strategic Vision and our customer’s needs in order to align objectives throughout the organization

• Partners in frequent calibration sessions to ensure alignment with Contact Center leadership on key goals an attributes. Serves as the expert for the aligned leader when questions arise.

• Partners with Contact Center leaders to provide trend based information to support ongoing improvement through coaching

• Builds a Continuous Improvement culture by making problems visible, challenging the status quo and promoting tools and methodologies that generate service and process improvements required to drive standardization, effectiveness and consistent service.

• Other related duties as assigned

• Evaluator Analysts will be responsible for making daily decisions to determine trends and team member performanceneeds. They will be required to measure compliance to the quality standards while also seeking additional opportunities for team members to improve the Customer experience. They will further partner with team member leadership to address these behaviors and show improvement over time

• The Evaluator Analyst has a huge impact on the Contact Center organization due to their unique view of team member performance and customer feedback. Analysts will identify continuous improvement opportunities and participate in both quantifying and solving these opportunities

 

Position Requirements:

BA/BS or equivalent preferred.

1-3 years of experience in related field preferred.

• Strong leadership and team building skills

• Demonstrated ability to build and maintain professional relationships

• Demonstrated ability to work independently and use good judgment

• Must be non-biased, discreet and confidential in all work activities

• Strong sense of customer service

• Good analytical, problem solving and troubleshooting skills

• Good working knowledge of technology and systems

• Excellent written and verbal communication skills, with the ability to communicate effectively with all levels of the

organization

• Proficiency in Microsoft Office

• Excellent organizational, time management, and multitasking abilities

• Must be thorough with meticulous attention to detail

• Experience with creating analytics and data tracking strongly preferred

• Some travel is required

BA/BS or equivalent preferred.

1-3 years of experience in related field preferred.

• Strong leadership and team building skills

• Demonstrated ability to build and maintain professional relationships

• Demonstrated ability to work independently and use good judgment

• Must be non-biased, discreet and confidential in all work activities

• Strong sense of customer service

• Good analytical, problem solving and troubleshooting skills

• Good working knowledge of technology and systems

• Excellent written and verbal communication skills, with the ability to communicate effectively with all levels of the

organization

• Proficiency in Microsoft Office

• Excellent organizational, time management, and multitasking abilities

• Must be thorough with meticulous attention to detail

• Experience with creating analytics and data tracking strongly preferred

• Some travel is required

EEOC Statement

Grainger is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

 

 

Company
Grainger
Posted
03/26/2018
Type
Full time
Location
TEMPE, Arizona 852834475, US