Client Service Quality Analyst I (Fully Remote in OH or CA)

Client Service Quality Analyst I - (Remote/Hybrid)

As the leading innovator in Vehicle-to-Government (V2Gov) technology, Vitu is transforming the way vehicles, businesses, government, and drivers interact with one another.

Vitu provides innovative, cutting-edge services to the motor vehicle industry.

Our namesake solution manages titling and registration transactions in all 50 states and across multiple locations — all on one platform.

With the mission of expanding and automating Vehicle-to-Government (V2Gov) transactions, the Vitu platform is reimagining how drivers, businesses and governments interact with vehicles.

Vitu has offices in California, Florida, Georgia, Illinois, Indiana, Minnesota, Montana, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oregon, Pennsylvania, and Virginia.

Job Summary

The Client Service Quality Analyst I is responsible for the quality of agent’s phone and ticket evaluations, while maintaining accountability for performance and coaching to the desired goals.

This position will evaluate and analyze the quality  of agent interactions with clients to identify trends and coaching opportunities for optimizing future performance.

The Client Service Quality Analyst 1 ensures quality and consistency of Client Service agents through continual review, feedback and on-the-job coaching, training, and development.

Listens in on calls, recordings and/or other client interactions to evaluate the Client Service agents’ skills in dealing with clients and accuracy and effectiveness of information or advice provided to clients.  

Key Responsibilities



* Performs call monitoring and recording and/or review of client processes.  


* May engage directly with Client Service agents to provide specific coaching or training.


* Defines and recommends improvements related to call handling. 


* Gains familiarity with Client Service Quality concepts, practices, and methodologies.


* Reviews and contributes to the team’s process for call and case management. 


* Reports on the team’s and individuals’ progress against selected metrics and performance  measures. 


* Provides timely feedback to team members based on daily quality reviews.


* Learns and applies company Client Service Quality’s processes and procedures. 


* Assists with special projects as assigned.

Minimum Qualifications and Experience Required:


* 1+ years Quality Assurance experience OR 2 years work experience. 


* Must possess effective communication and process management skills.  


* Demonstrated ability to perform in a collaborative team environment with peers and stakeholders. 


* Knowledge of various computer applications including experience with business support  applications such as MS Office (Word, Power Point and Excel) required. 


* Strong interpersonal, presentation, and collaborative skills to collaborate effectively with teams  throughout the organization....