Prayer Experience Analyst, UPM

Position Summary: As a Prayer Experience Analyst for the Silent Unity Prayer Ministry, you will play a crucial role in ensuring the delivery of high-quality prayer support services to individuals seeking spiritual assistance. Your primary responsibility will be to evaluate, monitor, and improve the overall quality of prayer responses and interactions with callers. By meticulously assessing the performance of prayer associates and implementing robust quality control processes, you will contribute to maintaining a consistent and exceptional standard of service within the ministry.

Essential Job Functions:

1. Listen to and analyze recorded prayer interactions between callers and prayer associates.
2. Assess the quality and effectiveness of prayer responses in accordance with established guidelines and principles.
3. Identify areas for improvement and provide constructive feedback to prayer associates to enhance their skills and performance.
4. Perform quality assurance on outgoing pieces of communication and accurately enter information into reporting database. Provide feedback to leads and managers for associate performance improvement, as needed.
5. Remain available to support and assist prayer associates in real time.
6. Respond and pray with callers during peak times, offering prayers consistent with Unity’s method of affirmative prayer, utilizing UPM prayer resources and materials.
7. Process and respond to electronic and social media prayer requests as needed. Respond to escalated calls appropriately.
8. Conduct all functions successfully by means of computer technology, as required.
9. Demonstrate regular and reliable attendance, adhering to assigned schedule. As a department defined as “essential personnel”, UPM may be required to work the scheduled shift during instances when other departments are not operating (such as inclement weather). Substitute as needed for other shifts. This may be a hybrid position, some hours required on campus and others may be work-from-home.
10. Adhere to all company and departmental policies and procedures per the guidebook, including all safety requirements.
11. Regular and reliable attendance at the worksite, hybrid, or work from home and adhere to assigned schedule commitments.
12. Utilize electronic time management system to input time, attendance, and time off requests.

Non-Essential Job Functions:

1. Assist in generating reports as requested by management.
2. Support departmental and UWH-wide initiatives.

Education: High school diploma or GED equivalency. Associate degree preferred. 20 hours Unity coursework preferred.

License:

Experience:

1. One year as a Unity Prayer Ministry Associate achieving high performance.
2. Proven experience in quality assurance or a similar role, preferably in customer service or spiritual care setting.
3. Demonstrated excellent listening and communication skills with the ability to provide constructive feedback and guidance.
4. Possess a proven understanding of spiritual principles, prayer practices, and customer-centric service delivery.
5. Proficient in using quality assurance tools, software, and recording systems.
6. Ability to handle sensitive and confidential information with utmost professionalism and integrity.
7. Two years’ experience quality-checking large volumes of information rapidly and accurately.
8. Demonstrated experience in troubleshooting and assisting others with minor technical issues.
9. Fluent Bilingual (Spanish/English) skills when indicated in job posting.

Professional Skills:

1. Detail-oriented mindset with exceptional analytical and problem-solving abilities.
2. Flexibility to adapt to changing priorities and work collaboratively in a team environment.
3. Demonstrated professional communication skills, interacting within and beyond the department.
4. Demonstrated skill adjusting to unexpected changes in procedure, prioritizing, and making appropriate decisions on the spot. Adept at problem solving and formulating appropriate decisions quickly and effectively.
   

Computer Skills:

• Competent use of MS Office Suite: Word, Excel, Outlook, PowerPoint, and Teams.
• Competent use of and troubleshooting computer, device applications, and social media.
• Contact center database software experience preferred.

Competencies:

• Culture of Service: Able to support a positive team environment in which members participate, respect, and cooperate with each other to achieve desired results.
• Professionalism and Accountability: Able to demonstrate commitment to the position and accept responsibility for personal actions. Able to manage conflict in a professional and calm manner.
• Leadership: Able to make supervisory decisions, based on real-time needs, in the absence of managerial support.
• Confidentiality: Able to maintain confidentiality in accordance with HIPAA and departmental guidelines.
• Values: Demonstrate Unity Headquarters core values: inspiration, inclusiveness, innovation, creativity, community, and service.