Quality Insights Analyst; Cat Customer Support

Career Area:
Technology, Digital and Data
Job Description:
Your Work Shapes the World at Caterpillar Inc.
When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.
Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics and AI capabilities to help our customers build a better, more sustainable world.
Job Summary:
Provides strategic guidance to the Cat Customer Support team, internal Caterpillar partners and 3rd party contact centers as a recognized subject matter expert in the quality field. Identifies quality & CSAT best practices and drives suitable quality initiatives that deliver on our brand promise. Responsible for governing Cat Customer Support experience processes and procedures to ensure the delivery of a best-in-class customer experience. Will coordinate a seamless transition of tactical quality related activities to our 3rd party suppliers.
What You Will Do:

• Develops quality & CSAT forms associated to all contact channels and lines of business that reflect the customer/dealer experience and industry best practices
• Analyzes quality & CSAT data for trends, develops action plans to address deficiencies and works with Operations, Business Development and Training to drive plans to completion
• Researches, documents and drives adoption of quality associated best practices surrounding internal and external calibrations, CSAT reviews, After Action Reviews, etc.
• Coordinates calibration sessions, CSAT reviews, Hypercare and AAR sessions with internal and external partners as well as documents sessions and provides trend analysis and action plan solutions
• Supports Caterpillar's outsourced BPO Contact Center Quality Supervisor and Quality Evaluators and will liaison with training resources to ensure compliance with Caterpillar quality standards
• Works with internal Cat Customer Support departments as required to ensure quality effectiveness
• Understands all Contact Center KPIs and works to identify and implement continuous process improvements to improve customer experience and process efficiencies
• Resolves any specific problems and tailors quality practices as necessary
• Maintains a keen understanding of quality trends, developments and best practices
• Employee is also responsible for performing other job duties as assigned by Caterpillar management from time to time.
• Candidate must be highly accountable and be willing to flex as the needs of the business change.
• Position is in frequent contact with internal business partners, various Caterpillar departments, new product teams and must assist, support, and coordinate projects with them.

Additional Details:
Travel up to <25% of the time may be required. Requires travel, sometimes global, to facilitate quality initiatives and collaboration with our 3rd party contact centers.
What You Will Have:

• Contact center experience is required.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.
• Performance Measurement and Tuning: Knowledge of system performance, testing and programming; ability to monitor, measure, and optimize system performance and network communication.

Top Candidates will also have:

• 4 Year Degree and/or proven experience working within quality evaluation environment
• The position requires a college/university degree or equivalent experience in quality assignments involving quality form creation, analyzing trends and driving action plans to deliver a superior customer experience.
• Knowledge of Microsoft Word, PowerPoint, and Excel
• In addition to quality assurance experience top candidate will also have Contact Center Operations, Client Services/Account Management, and/or Workforce Management Experience
• Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
• Will have a solid understanding of the Business Process Outsourcing industry and how supplier relationships are governed
• Experience working with Contact center tools such as Salesforce, Microsoft, Qualtrics, Verint

Summary Pay Range:
$97,530.00 - $158,480.00
Compensation and benefits offered may vary depending on multiple individualized factors, job level, market location, job-related knowledge, skills, individual performance and experience. Please note that salary is only one component of total compensation at Caterpillar.
Benefits:
Subject to plan eligibility, terms, and guidelines. This is a summary list of benefits.

• Medical, dental, and vision benefits*
• Paid time off plan (Vacation, Holidays, Volunteer, etc.)*
• 401(k) savings plans*
• Health Savings Account (HSA)*
• Flexible Spending Accounts (FSAs)*
• Health Lifestyle Programs*
• Employee Assistance Program*
• Voluntary Benefits and Employee Discounts*
• Career Development*
• Incentive bonus*
• Disability benefits
• Life Insurance
• Parental leave
• Adoption benefits
• Tuition Reimbursement

* These benefits also apply to part-time employees
Visa Sponsorship is not available for this position. This employer is not currently hiring foreign national applicants that require or will require sponsorship tied to a specific employer, such as, H, L, TN, F, J, E, O. As a global company, Caterpillar offers many job opportunities outside of the U.S which can be found through our employment website at www.caterpillar.com/careers.
Posting Dates:
March 2, 2026 - March 8, 2026
Any offer of employment is conditioned upon the successful completion of a drug screen.
Caterpillar is an Equal Opportunity Employer, Including Veterans and Individuals with Disabilities. Qualified applicants of any age are encouraged to apply.
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