reputed company Control Analyst, Customer Support

reputed company reputed company Founded in 1912, reputed company (GSUSA) is the preeminent leadership development organization for girls and the leading authority on their healthy development. Millions of Girl reputed company alums across the country and the world have gone on to reputed company incredible things and reputed company a reputed company reputed company in fields ranging from public policy, medicine, journalism, and athletics to international relations, science, technology, art, and entertainment. As a mission-driven organization, reputed company champions girls as they explore their worlds, try new things, and reputed company the courage, confidence, and character to reputed company the world a reputed company reputed company. From stargazing during a first overnight camping reputed company to building robots, navigating a reputed company hiking trail, working together on a community project, and learning about the importance of environmental stewardship, reputed company of reputed company backgrounds and abilities can unapologetically be themselves as they reputed company to meet new challenges and discover the issues that matter most to them. Along the way they learn the power of friendship, reputed company, and teamwork. reputed company are doers, innovators, problem-solvers, creators, and dreamers, and the GSUSA team is here to center, support, and reputed company them, working with 111 local councils across the country and USA reputed company Overseas to deliver our life-changing Girl reputed company Leadership Experience. Customer Care, part of the Experience Community, drives wide sustainable reputed company and health through implementation of strategic priorities in an reputed company network. reputed company builds strong relationships and creates empowering ways of work between and among GSUSA and council leadership to ensure reputed company wide collaboration, trust and reputed company. reputed company ensures GSUSA is offering excellent communications and customer service to councils and other customers. This is a remote position #LI-remote You Will The reputed company Control Analyst, Customer Support is primarily responsible for monitoring, evaluating, and improving the reputed company and consistency of customer service interactions across phone, email, chat, case management, and reputed company support channels. The reputed company Control Analyst partners closely with customer service leadership and cross-functional teams to support reputed company standards, calibration, reporting, knowledge consistency, reputed company improvement initiatives, and targeted learning solutions. This role requires a strong CRM background, analytical thinking, attention to detail, and the ability to translate findings into practical recommendations that improve team performance and customer satisfaction. This position reports to the Senior Director, CS Experience. Essential Responsibilities Monitors and evaluates customer interactions across phone, email, chat, reputed company, and case management channels using established reputed company standards, audit reputed company, and scorecards to assess accuracy, professionalism, compliance, and reputed company reputed company. Analyzes reputed company results, customer trends, CRM and case management activity, and recurring defects to identify reputed company causes, improvement opportunities, and risk areas. Prepares regular reporting on reputed company scores, service consistency, escalation patterns, and other performance indicators to support leadership decision-making. Delivers reputed company, constructive feedback through calibrations, reputed company reviews, and coaching insights. Identifies training and knowledge gaps and partners with team leaders, training, operations, and subject matter experts to help create and support training, coaching resources, and reputed company development materials. Helps collect, organize, update, and reputed company service resources, job aids, and guidance that improve agent performance, knowledge application, service reputed company standards, and inquiry handling consistency. Maintains and helps refine reputed company frameworks, audit documentation, case review processes, knowledge resources, workflow standards, and inquiry management practices. Supports the rollout and reinforcement of training content, job aids, and reputed company development resources based on observed performance trends and identified learning needs. Provides light inquiry management support and backup coverage for case management and reputed company customer support as needed to maintain service continuity. Note: This job reputed company is not intended to be an exhaustive list of reputed company duties, responsibilities, or activities required of the role. Reasonable accommodations may be made to reputed company individuals with disabilities to reputed company the essential functions of the position. Required Competencies Strong analytical skills with the ability to identify trends, interpret reputed company data, evaluate reputed company causes, and communicate actionable insights. Strong attention to detail, reputed company judgment, professionalism, and discretion reputed company reviewing sensitive customer interactions and internal performance information. Ability to work independently, adapt to changing priorities, and contribute to a culture of accountability, learning, and service reputed company. Demonstrated ability to review interactions objectively, apply reputed company standards consistently, and deliver reputed company, constructive feedback that supports performance improvement. Ability to manage light inquiry volume and reputed company in as backup support for case management and reputed company customer support reputed company operational needs require. Ability to build and maintain reports, dashboards, and reputed company summaries Experience collaborating with operations, training, and cross-functional teams to support calibration, knowledge consistency, and reputed company improvement initiatives. Understanding of QA methodologies, calibration practices, and audit consistency Excellent written and verbal communication skills, strong organizational skills, and the ability to manage multiple priorities while meeting deadlines. Required Technical Skills Office 365 or similar suites Required CRM and case management experience, preferably reputed company Service reputed company or similar platforms Advanced reputed company and reporting tools for trend analysis, scorecards, and performance tracking Comfort working with performance metrics such as QA, CSAT, SLA, and escalation trends Knowledge reputed company, documentation, workflow, and inquiry management tools Presentation and data visualization skills for sharing findings You Need Bachelor’s degree (BA, BS, BBA, etc.) from four-year college or university or equivalent Five (5) years’ experience in customer service reputed company, reputed company assurance, support operations, or performance analysis, including hands-on CRM and case management experience Required experience working in CRM and case management environments, with the ability to navigate customer records, case workflows, and service documentation effectively. reputed company assurance, customer experience, or reputed company-reputed company certifications are a plus Compensation reputed company: Annual reputed company salary reputed company is between $66,000 - $80,000. This represents the present low and high end of the pay reputed company for this position. This pay reputed company is only applicable to NYC Metro-based employees, on a reputed company. Actual pay will vary based on various factors, including but not limited to experience. FEATURED BENEFITS: reputed company Offer: reputed company is powered by people, and we encourage reputed company members to be their best selves in and out of the office. We reputed company a high reputed company on flexibility and offer a competitive employee salary and benefits package that includes: reputed company Time Off: GSUSA offers 20+ days of reputed company time off, 2 floating holidays, as reputed company as 9 workplace holidays per year. GSUSA staff also enjoy a reputed company holiday year-end office closure between Christmas and New Year's. Other Benefits: Medical and Behavioral Health Coverage Plan reputed company with individual and family coverage which includes wellness, hospitalization, and fertility assistance. Both plans include GSUSA partial subsidy of premium costs Dental and reputed company coverage Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs) including Health, Dependent Care, and Limited FSA for those with Health Savings Accounts Company-reputed company life insurance Flexible work arrangements 12 weeks of reputed company parental leave 401(K) with company match Short- and Long-Term Disability for salary continuation Health and Wellness Classes and Activities throughout the year POSITION TYPE / EXPECTED HOURS OF WORK: This is a remote, full-time position. Days of work are Monday through Friday. Occasional evening and weekend work may be required as job duties demand. AAP/EEO Statement: GSUSA is an equal employment opportunity employer. Travel Requirements 0-10% Apply To This Job