Are you looking for more?
 

At Mohawk Industries, we’re committed to more – more customer solutions, more process improvements, more sustainable manufacturing and more opportunities for our team.

As a Fortune 500, global flooring leader with some of the best-known brands in the industry, Mohawk is a great place to start or develop your career with an emphasis on more of what’s important to you. Whether you want to lead more, innovate more, learn more or create more, you can find your more with Mohawk.

 

 

What we need: 

  

Mohawk is looking for a Call Center Quality Analyst who can do more for Mohawk’s Flooring North America brands. 

  

This position will monitor and evaluate inbound and outbound interactions. The role will use a checklist to determine if the agent handles the call according to department quality standards and guidelines. Based on the results of the checklist, the agent is assigned an overall score for the call and is then notified of his/her score. The analyst will also be responsible for reviewing department claims to determine the area of responsibility. 

 

What you’ll do: 

 

Evaluates contact quality (i.e.: effective customer service, documentation, compliance, and cosmetic such as volume, rate, tone, enunciation, grammar, etc.) via random remote monitoring against quality standards, ensuring quality goals are met. 

Audits representatives inbound and outbound phone calls and/or correspondence, observing performance, techniques and application of guidelines and procedures. 

Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers. 

Tracks deficiencies and reports concerns to leadership to continuously improve performance results and customer satisfaction. Maintains awareness and notifies leadership of actual or potential quality/compliance issues. 

Summarizes findings and recommendations and forwards to management to use in performance assessments. 

Provides positive and constructive feedback of monitored staff that could possibly be used in coaching sessions to rectify errors and prevent further inconsistencies/inefficiencies. 

Will participate in collaborations with the training team, leads and management team monthly to ensure agents are educated and prepared to be successful. 

Responsible for monitoring orders for accuracy that are either taken over the phones/email that are over certain dollar requirements to eliminate the need for a claim to be filed in the future that would result in a loss of money to the company due to agent error. 

Will work with the leadership team on claims charged to Customer Service to determine the area of responsibility and either accept or decline the claim to the department.  

Complete ongoing training to stay abreast of product, service, and policy changes. 

Cross-Training: To be able to back-up your fellow teammates in the event of an absence. This can include direct phones on an as needed basis. 

 

What you have: 

 

Bachelor’s degree preferred.  

2-3 years of job specific experience.  

 

What you’re good at: 

 

Excellent verbal and written communication skills, including good voice quality, articulation and listening skills. 

Ability to sit and review calls for extended periods of time and maintain quality focus. 

Strong attention to detail. 

Time management skills. 

Commitment to quality standards and department goals. 

Good documentation and organizational skills. 

 

What else? 

  

While we’re a primarily in-office team, we thrive on flexibility and ensuring our people can balance personal and professional time. 

We’re located in a pretty great spot – check out this video to see what we mean. 

 

 

Mohawk Industries is a leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, IVC, Karastan, Marazzi, Mohawk, Mohawk Home, Pergo, and Quick-Step. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

 

Mohawk Industries, Inc. is an Equal Opportunity Employer including disability/veteran committed to an inclusive workplace and a proud Drugs Don’t Work participant.