New

Quality Analyst, Shared Services

WillScot
life insurance, paid time off, tuition reimbursement, 401(k)
United States, Arizona, Phoenix
Jul 17, 2025
At WillScot (NASDAQ WSC), our 4000+ people are at the heart of everything we do. In addition to providing industry-leading pay and benefits, we provide opportunities for development and upward mobility, while investing in the communities we serve. We are the undisputed leader in providing innovative exible workspace and portable storage solutions, serving an incredible range of customers across all industries from 240+ locations across the United States, Canada, and Mexico. Our values are our foundation. We constantly strive to diversify our teams to ensure we have the best and brightest talent.We're deeply committed to creating an inclusive and equitable workplace where each person can contribute while being their authentic self. For more about WillScot and who we are, click here. Build your future with us! ABOUT THE JOB: The Quality Analyst Shared Services will be responsible for evaluating and ensuring the quality of customer service interactions and operational processes across the organization. This role involves implementing quality control procedures, analyzing customer feedback, and supporting initiatives aimed at enhancing customer satisfaction and operational excellence, from anywhere in the company. WHAT YOU'LL BE DOING: Develop and apply quality control processes to evaluate customer service and operational performance. Monitor and assess customer interactions across various channels to ensure compliance with quality standards. Analyze customer feedback and performance data to identify trends and areas for improvement. Collaborate with cross-functional teams to support quality improvement initiatives. Assist in training efforts by sharing insights and best practices related to quality standards and procedures. Generate reports on customer satisfaction metrics and quality performance indicators. Utilize Net Promoter System (NPS) feedback to identify potential issues and recurring trends. Provide guidance on customer-related processes, including issue resolution and billing inquiries. Ensure adherence to established procedures for documenting and communicating customer interactions. EDUCATION AND QUALIFICATIONS: EDUCATION AND QUALIFICATIONS: Required Education and Experience: High school diploma required; college degree preferred. Minimum 5 years of progressive customer service experience required. Minimum 3 years of quality experience required. Proficiency in MS Office Suite required; Salesforce or other DRM, JD Edwards or reporting tools preferred. Required Skills and Abilities: Experience in developing and executing quality control processes. Familiarity with Salesforce-driven customer experience solutions. Strong analytical skills to assess customer feedback and service performance. Excellent training skills to guide customer service representatives. Ability to collaborate effectively with various departments to enhance service quality. Physical Requirements Stand, sit, kneel, walk, and carry up to twenty pounds when necessary. Work Environment: The ability to perform work in a professional office environment and be able to use standard office equipment such as computers, phones, photocopiers, and fax machines, is required. This is an in-office role with ability to travel up to 10%. Disclaimer: This posting describes the general nature and level of work performed and does not represent an exhaustive list of responsibilities, duties, or skills required. Collaboration and teamwork drive our success. Team members may be required to perform duties outside normal responsibilities from time to time as needed. All regular WillScot Holdings Corp. positions offer generous benefits including medical, dental, vision, disability and life insurance, paid time off, Company holidays, tuition reimbursement, and 401(k) with match. Most positions also have variable pay opportunities including commission or bonus, performance rewards, or incentive programs. More information about benefits may be foundhere. WillScot provides equal employment opportunities to employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. WillScot embraces diversity and is committed to equal opportunity in all aspects of employment, including recruiting, hiring, promotion, termination, leaves of absence, compensation, and training. We are focused on building teams that include a variety of backgrounds, lived experiences, and skills. The more inclusive we are, the stronger we will be!