Client Service Quality Analyst I
Not Disclosed•Full-TimeOn-site
location_onRichards Boulevard, Sacramento, Sacramento County, California, 95814, United States
About Vitu
As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact. Our namesake solution manages titling and registration transactions across all 50 states on a single platform. With a mission to expand and automate V2Gov transactions, we are reimagining the relationship between drivers, businesses, and governments.
Vitu operates offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.
About the Role
The Client Service Quality Analyst I serves as a critical partner in maintaining the high standards of our Client Service team. In this onsite role based in Sacramento, CA, you will ensure the quality and consistency of agent interactions through continual review, feedback, and on-the-job coaching.
Your day will involve listening to call recordings and reviewing client interactions to evaluate agent skills, accuracy, and effectiveness. You will identify trends and coaching opportunities to optimize future performance, engaging directly with agents to provide specific training. Beyond monitoring, you will define and recommend improvements to call handling processes, contribute to team workflows, and report on progress against key metrics. This role is designed for someone who thrives in a collaborative environment, capable of identifying problems, initiating corrective actions, and implementing process improvement projects independently.
Our Culture
At Vitu, our engaged workforce is the key to our success. We foster an "Employee First" culture, creating a positive, inclusive, and motivating environment where employees feel valued, connected, and empowered. We believe in a collaborative atmosphere where innovation, creativity, diverse ideas, and opinions are valued. We are committed to ensuring every team member has the opportunity to grow and contribute to the organization's success.
Equal Opportunity
Vitu is an Equal Employment Opportunity Employer. We value diversity and are dedicated to providing an equal and inclusive working environment free from discrimination and harassment. We do not discriminate on the basis of race, color, religion, age, sex, sexual orientation, gender identity, ethnicity, national origin or ancestry, disability, marital status, veteran status, or any other category protected by applicable law. We are committed to providing reasonable accommodations for applicants and employees with disabilities.
Work location
Work model: On-site
Similar Job Opportunities
Skills, education and keywords
Skills: MS Office, Word, Power Point, Excel, Root Cause Analysis, Speech Analytics, Observe Ai.
Education: College degree preferred or commensurate work experience.
Frequently asked questions about Client Service Quality Analyst I at Vitu
What does a Client Service Quality Analyst I at Vitu do?expand_more
Day-to-day, the Client Service Quality Analyst I at Vitu will perform call monitoring and review of client processes; evaluate agent interactions to identify trends and coaching opportunities; provide specific coaching and training to client service agents; and define and recommend improvements related to call handling.
What are the requirements for this Client Service Quality Analyst I role?expand_more
To qualify for the Client Service Quality Analyst I at Vitu position, applicants should have: 1+ years Quality Assurance experience OR 2 years work experience; Knowledge of MS Office (Word, Power Point, Excel); College degree preferred or commensurate work experience; Knowledge of Effortless Experience concepts; and Knowledge of speech analytics such as Observe AI.
Where is the Client Service Quality Analyst I role at Vitu located?expand_more
Client Service Quality Analyst I at Vitu is based in Richards Boulevard, Sacramento, Sacramento County, California, 95814, United States. This is a on-site role.