INCIDENT REVIEW ANALYST
San Antonio, TX San Antonio, TX Full-time Full-time Estimated:
$79.
8K - $101K a year Estimated:
$79.
8K - $101K a year 13 days ago 13 days ago 13 days ago POSITION SUMMARY The Incident Review Analyst is responsible for providing Pro-Vigil customers and Internal Stakeholders with footage analysis, incident details and service excellence, while also maintaining KPI standards in ticket processing and case management.
They will leverage their knowledge of products, service delivery & processes, as well as monitoring protocols to evaluate and analyze footage reviews.
They will support the organization and Pro-Vigil's customers by providing objective analysis of video footage while synthesizing and communicating findings in a manner that progresses the organization.
ESSENTIAL FUNCTIONS Reasonable Accommodation Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily.
Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s) Support internal stakeholders and customers in evaluating video footage in a systematic, complete, and thorough manner.
Manage Zendesk Ticket queues related to GPP & Footage Review Ensure tickets are resolved and reviews completed in accordance with SLA timelines Work with CSRs and CSMs in communicating information to the customers and help solve customer issues.
Create GPP claim tickets and participate in multiple video chat meetings each week.
Oversee the processing of GPP claims, ensure program compliance, and where needed educate customers on program terms and conditions.
Oversee, enforce, and refine (via recommendations for improvement) Footage Review & Incident Analysis protocols and procedures.
Oversee, improve, and standardize customer communications Ensure customers are being appropriately updated and kept in the loop on open requests Ensure customer messaging is appropriate in context and delivery Maintain & improve Zendesk communication templates/macros.
Handle footage review & GPP Claim escalations both internal and customer facing Work with Surveillance Operations/Monitoring leadership to improve RVM service delivery via synthesizing footage review trends and findings Oversee and maintain Incident Analysis and Footage Review KPIs, Dashboards, and reporting Ad Hoc projects or reports as requested by Incident Analysis Supervisor Job Type:
Full-time Support internal stakeholders and customers in evaluating video footage in a systematic, complete, and thorough manner.
Manage Zendesk Ticket queues related to GPP & Footage Review Ensure tickets are resolved and reviews completed in accordance with SLA timelines Work with CSRs and CSMs in communicating information to the customers and help solve customer issues.
Create GPP claim tickets and participate in multiple video chat meetings each week.
Oversee the processing of GPP claims, ensure program compliance, and where needed educate customers on program terms and conditions.
Oversee, enforce, and refine (via recommendations for improvement) Footage Review & Incident Analysis protocols and procedures.
Oversee, improve, and standardize customer communications Ensure customers are being appropriately updated and kept in the loop on open requests Ensure customer messaging is appropriate in context and delivery Maintain & improve Zendesk communication templates/macros.
Work with Surveillance Operations/Monitoring leadership to improve RVM service delivery via synthesizing footage review trends and findings Oversee and maintain Incident Analysis and Footage Review KPIs, Dashboards, and reporting Ad Hoc projects or reports as requested by Incident Analysis Supervisor.
Estimated Salary: $20 to $28 per hour based on qualifications.
$79.
8K - $101K a year Estimated:
$79.
8K - $101K a year 13 days ago 13 days ago 13 days ago POSITION SUMMARY The Incident Review Analyst is responsible for providing Pro-Vigil customers and Internal Stakeholders with footage analysis, incident details and service excellence, while also maintaining KPI standards in ticket processing and case management.
They will leverage their knowledge of products, service delivery & processes, as well as monitoring protocols to evaluate and analyze footage reviews.
They will support the organization and Pro-Vigil's customers by providing objective analysis of video footage while synthesizing and communicating findings in a manner that progresses the organization.
ESSENTIAL FUNCTIONS Reasonable Accommodation Statement To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily.
Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.
Essential Functions Statement(s) Support internal stakeholders and customers in evaluating video footage in a systematic, complete, and thorough manner.
Manage Zendesk Ticket queues related to GPP & Footage Review Ensure tickets are resolved and reviews completed in accordance with SLA timelines Work with CSRs and CSMs in communicating information to the customers and help solve customer issues.
Create GPP claim tickets and participate in multiple video chat meetings each week.
Oversee the processing of GPP claims, ensure program compliance, and where needed educate customers on program terms and conditions.
Oversee, enforce, and refine (via recommendations for improvement) Footage Review & Incident Analysis protocols and procedures.
Oversee, improve, and standardize customer communications Ensure customers are being appropriately updated and kept in the loop on open requests Ensure customer messaging is appropriate in context and delivery Maintain & improve Zendesk communication templates/macros.
Handle footage review & GPP Claim escalations both internal and customer facing Work with Surveillance Operations/Monitoring leadership to improve RVM service delivery via synthesizing footage review trends and findings Oversee and maintain Incident Analysis and Footage Review KPIs, Dashboards, and reporting Ad Hoc projects or reports as requested by Incident Analysis Supervisor Job Type:
Full-time Support internal stakeholders and customers in evaluating video footage in a systematic, complete, and thorough manner.
Manage Zendesk Ticket queues related to GPP & Footage Review Ensure tickets are resolved and reviews completed in accordance with SLA timelines Work with CSRs and CSMs in communicating information to the customers and help solve customer issues.
Create GPP claim tickets and participate in multiple video chat meetings each week.
Oversee the processing of GPP claims, ensure program compliance, and where needed educate customers on program terms and conditions.
Oversee, enforce, and refine (via recommendations for improvement) Footage Review & Incident Analysis protocols and procedures.
Oversee, improve, and standardize customer communications Ensure customers are being appropriately updated and kept in the loop on open requests Ensure customer messaging is appropriate in context and delivery Maintain & improve Zendesk communication templates/macros.
Work with Surveillance Operations/Monitoring leadership to improve RVM service delivery via synthesizing footage review trends and findings Oversee and maintain Incident Analysis and Footage Review KPIs, Dashboards, and reporting Ad Hoc projects or reports as requested by Incident Analysis Supervisor.
Estimated Salary: $20 to $28 per hour based on qualifications.
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