Job Description
Position Overview: We are seeking experienced professionals to join our Home Appliances division as Redo Analyst Contractors. The successful candidates will work closely with the Product Support Team, collaborating with departments such as Call Centers, Training Programs, and Field Services to analyze patterns driving excessive Redo incidents. This role is pivotal in identifying improvement areas, optimizing administrative processes, and managing high-level service requests to enhance overall service efficiency and customer satisfaction.
Key Responsibilities:
· Comprehensive Redo Reduction Analysis:
o Conduct detailed reviews of incoming service tickets by product category, model specifics, and symptomatic descriptions to identify areas needing targeted improvements.
o Pinpoint recurring themes indicative of heightened Redo rates and develop focused intervention strategies.
o Evaluate individual agent contributions to Redo generation metrics, identifying subjects requiring specialized diagnostic education or training programs to enhance non-dispatch resolution capabilities.
· Administrative Process Optimization:
o Investigate root causes of administrative oversights leading to undue Redo occurrences.
o Implement procedural refinements to reduce the likelihood of repeated attempts due to clerical errors or miscommunications affecting original diagnoses and recommendations.
· Active Management of High-Level Service Requests:
o Conduct regular audits on elevated-tier incident submissions, ensuring swift rectification or cancellation wherever possible without physical interventions.
o Engage directly with end-users to facilitate remote remediation, thereby reducing dependency on costly field operations.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Proven experience in the home appliance industry, with a strong background in technical design and development.
· Strong problem-solving skills and the ability to analyze complex technical issues.
· Excellent communication and collaboration skills, with the ability to work effectively in a team environment.
· Analytical skills with multiple types of data and understanding of service center environments and processes.
· Proficiency in utilizing advanced software applications/tools for seamless integration and data exchange among disparate functional domains.
· Exceptional oral and written communication skills, essential for consistent interfacing and interaction across various organizational hierarchies and stakeholder groups spanning multiple geographies and time zones.
Nice to Have Skills & Experience
In-depth knowledge of home appliance technologies, including refrigeration systems, HVAC systems, and laundry appliances.
· Experience with IoT (Internet of Things) technologies and smart home integration.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.