Synergy Business Consulting, Inc. · 1 day ago
Senior Quality Analyst
Nashville, TN
Contract
Hybrid
Mid, Senior Level
3+ years expSynergy Business Consulting, Inc. is seeking a Senior Client Support Specialist / Affiliate Relations Analyst who leverages strong research, analytical, and communication skills to ensure a high-quality customer experience. The role involves resolving complex inquiries, providing technical guidance, and improving client support processes to uphold organizational standards and reputation.
Information Technology
Hiring Manager
Annette Fraga
Responsibilities
Develop a comprehensive, end-to-end understanding of organizational distribution and administrative processes to respond effectively to a wide range of client inquiries
Apply a structured, analytical approach to researching and resolving complex or escalated cases, including income tracking, reporting discrepancies, and data-related questions
Identify root causes of inquiries and monitor trends or increases in case volume; share insights with leadership and cross-functional teams to support long-term improvements
Escalate cases requiring advanced expertise, sensitivity, or higher-level decision-making to appropriate subject matter experts or leadership
Provide technical guidance, knowledge sharing, and coaching to other members of the client support or case management team
Deliver an exceptional customer experience through a proactive, service-oriented, and solutions-focused approach
Adapt communication style to clearly guide clients through complex or data-intensive topics
Accurately document all client interactions and findings within the CRM system
Maintain a high level of accuracy and thoroughness while continuously seeking opportunities to improve performance and quality standards
Meet and strive to exceed productivity and service benchmarks
Maintain regular and reliable attendance
Perform other duties as assigned
Support organizational values and foster a culture of diversity, equity, and inclusion
Provide advanced support for larger or more complex client accounts, with a focus on income tracking, reporting accuracy, and dispute resolution
Share specialized knowledge and provide technical coaching to peers
Assist with the collection, review, and validation of required documentation to ensure compliance with reporting and operational requirements
Qualification
Required
Bachelor's degree or equivalent relevant professional experience
Minimum of three (3) years of experience in client support, account management, operations, or a related analytical role
Demonstrated experience with data analysis and structured research methodologies
Intermediate proficiency in Microsoft Excel and general proficiency with Microsoft Office applications
Demonstrated experience analyzing, preparing, and presenting data
Strong written and verbal communication skills
Detail-oriented, results-driven mindset with strong organizational and planning abilities
Ability to manage multiple priorities in a fast-paced environment
Analytical, creative, and innovative problem-solving approach
Self-motivated with the ability to take initiative and work independently
Strong interpersonal skills with the ability to build productive internal and external relationships
Effective negotiation and conflict resolution skills
Preferred
Background in customer service or client-facing roles preferred
Salesforce experience strongly preferred
Company
Synergy Business Consulting, Inc.
Founded in 2001, Synergy Business Consulting, Inc, a Certified Minority Business Enterprise (MBE), providing technology staffing & management consulting solutions to Fortune 1000 clients.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase