Customer Support Analyst

The Customer Support Analyst position is part of the Care Operations organization. This position is dedicated to identifying any issues that negatively impact customer experience and procuring reporting on the customer experience, Care’s key performance indicators (KPIs), and giving recommendations on how to make improvements against organizational goals.

Customer Care is essential in our strategy to strengthen the brand and deliver value to our customers. Come join the Quicken Customer Care team in Tucson!

• Create reports for internal teams and vendor partners.
• Be detail-oriented with a passion for data accuracy.
• Use graphs, infographics, and other methods to visualize data.
• Help establish KPIs to measure the effectiveness of Care programs.
• Monitor customer contacts to evaluate and improve customer interactions.
• Work with vendor partners to impact and evaluate partner performance.
• Create presentations and reports to communicate recommendations and findings.
• End-to-end ownership and accountability for assigned projects and processes.
• Work with peers and the leadership team to identify opportunities for improvement.
• Be comfortable presenting data to an audience (in-person and virtually) with confidence.
  

• Minimum 3 years of contact center reporting experience.
• Proficient in Microsoft PowerPoint.
• Proficiency using Care tools to extract data.
• Leveraged reporting tools: PowerBI, Genesys Cloud, MS Access, and MS Excel.
• Passionate about data and accuracy of reports delivered.
• The candidate will be expected to successfully complete Quicken’s new hire agent training and demonstrate an exceptional ability in helping customers while leveraging Quicken’s toolset before beginning in the analytics role.

What we offer:

• Competitive salary and performance bonus
• Equity
• Generous healthcare benefits
• 5% matching 401(k) Plan
• Gym subsidy
• In-office free lunches and unlimited snacks
• Amazing Culture - Customer Driven
• Highly Recognizable Brand

Quicken is committed to fair and equitable compensation practices. The actual salary offered is determined by factors unique to each candidate, including but not limited to years and depth of experience, relevant skills, and work location. This position's expected salary is $53,000-$58,000.

Quicken is excited to be building a team of innovative and talented people that are dedicated to helping people improve their financial lives. We believe in giving our employees the benefits and perks to keep them happy and healthy. Whether it’s generous healthcare benefits, a 5% matching 401(k) Plan, a gym subsidy, onsite lunches, or unlimited snacks, we believe happy employees are successful employees. (Benefits and perks may vary based on location.) Come join our Quicken team!

Quicken is proud to be an equal opportunity employer and considers qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability.