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Contact Center Quality Analyst Jobs

Contact Center Quality Assurance Analyst
By Northwest At , Buffalo, 14221
Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience
Perform call monitoring and provide trend data to management team
Provide feedback to contact center supervisors and management
Identify and report technical/contact center issues to appropriate IT group and/or Contact Center management
Strive to improve the customer experience
Analyze data and make decisions on where to focus client experience improvement efforts
Contact Center Quality Analyst
By Hackensack Meridian Health At , Edison, 08837, Nj
Education, Knowledge, Skills and Abilities Required
Education, Knowledge, Skills and Abilities Preferred
Must have good time management skills.
Manage a roster of agents to meet quality monitoring requirements; daily, weekly and/or monthly.
Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and/or experience.
Minimum of 3 years of call center experience OR current Patient Access Center team member
Contact & Command Center Analyst - Call Center - Part-Time - 29 Hours
By Whataburger At San Antonio, TX, United States
Experience and/or education in Windows OS, service management software, e-mail, voicemail, internet/intranet, cell phones, desktop support, preferred
HDI-Support Center Team Lead; HDI-Knowledge Centered Support; CompTIA Security+; MCP; CCNA or other related certification is a plus
Must be able to work the normal business hours as set by management for the team that Family Member supports
Develops and refines the Contact Center’s Knowledge Base, Work Instructions and Standard Operating Procedures related to all technical issues and technology.
Assumes additional responsibilities as assigned
High school diploma/GED equivalent or equivalent work experience
Sr. Contact Center Ops Analyst
By Wisetack At United States
Highly organized, results-driven, with exceptional attention to detail with great end-to-end program management
Experience in building strong working relationships with business partners, application users, project managers, internal IT team, external application consultants
Experience working with product managers, engineering, and sprint cycles
Manage multiple competing priorities through effective organization and communication
5+ years of experience in system analysis, design, and implementation
3+ years of experience working with contact center systems and CRMs (Zendesk, Kustomer, Five 9, Genesis, etc.)
Contact Center Specialist - Quality Assurance
By QuinStreet At United States
Knowledge of Customer Relationship Management (CRM) systems is beneficial.
Utilize your in-depth knowledge of client-specific call and product requirements to prepare comprehensive reports.
Provide valuable feedback to management to drive quality and operational improvements within the contact center.
Monitor and analyze customer calls to identify areas of improvement in terms of homeowner satisfaction, agent performance, and client requirements.
Efficiently manage and prioritize daily tasks based on business needs and goals.
At least 6 months of previous experience in customer service and contact center roles.
Analyst, Contact Center - Analytics
By American Airlines At Dallas, TX, United States
Strong project management skills, including experience managing projects across departments
Supports strategic direction for Contact Center and Customer Experience Planning organization through measurement and analysis of key performance metrics.
Bachelor’s degree in Computer Science, Statistics, Mathematics, Data Science, Business Analytics or related technical discipline; or equivalent experience/training
Experience with data extraction tools and methods (SQL, SAS, Python, etc.)
Experience using internal data warehouse’s (e.g. Mosaic) for data manipulation, extraction, analysis, and reporting
Experience with data visualization software (Tableau or PowerBI)
Contact Center Quality Assurance Analyst, Entry Level - Remote
By Talentify.io At United States
Desired Knowledge, Skills And Abilities
Knowledge of and experience with contact recording systems
Ability to effectively communicate orally and in writing with co-workers and management team
Minimum of six months contact center agent experience
Minimum of one year contact center quality monitoring experience preferred
Provide unbiased and accurate scoring according to approved criteria definitions, quality standards, knowledgebase, and standard operating procedures (SOPs)
Contact Center Analyst - Partner Performance (Remote)
By United Airlines At Chicago, IL, United States
Contact Center Performance Management experience
Ensure sites have efficient processes for information dissemination and testing agent knowledge
Bachelor's degree or 4 years of relevant work experience
2 years of experience in contact center
Strong analytical and problem-solving skills
Strong written and verbal communication skills
Contact Center Quality Auditor
By HomeSafe Alliance At Atlanta, GA, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Juneau, AK, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Colorado Springs, CO, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Greater Jefferson City Area, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At West Baton Rouge Parish County, LA, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Wyoming, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Albuquerque, NM, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Columbus, OH, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Greater Indianapolis, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Rhode Island, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.
Contact Center Quality Auditor
By HomeSafe Alliance At Huntsville, AL, United States
Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success.
Military move management experience, Military experience and/or immediate family member of a military member while on active duty.
Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives.
May perform other related duties and responsibilities as assigned and/or required.
2 years of experience in a contact center environment.
1 year of experience scoring and rating customer interactions in a contact center environment.

Are you looking for a challenging and rewarding role in the Contact Center industry? We are looking for a Quality Analyst to join our team and help us ensure our customers receive the highest quality of service. As a Quality Analyst, you will be responsible for monitoring customer interactions, providing feedback to agents, and ensuring compliance with our quality standards. If you are an experienced professional with a passion for customer service, this could be the perfect job for you!

Overview A Contact Center Quality Analyst is responsible for monitoring and evaluating the quality of customer service provided by contact center agents. They are responsible for ensuring that customer service standards are met and that customer service representatives are providing the best possible customer service. Detailed Job Description The Contact Center Quality Analyst is responsible for monitoring and evaluating customer service calls and other customer interactions. They will review customer service calls to ensure that customer service representatives are following company policies and procedures. They will also evaluate customer service calls to ensure that customer service representatives are providing the best possible customer service. The Contact Center Quality Analyst will also provide feedback to customer service representatives on their performance and provide recommendations for improvement. Job Skills Required
• Excellent communication and interpersonal skills
• Ability to analyze customer service calls and provide feedback
• Knowledge of customer service policies and procedures
• Ability to work independently and as part of a team
• Proficiency in Microsoft Office Suite
• Knowledge of customer service software
Job Qualifications
• Bachelor’s degree in Business Administration, Communications, or related field
• At least two years of experience in customer service or a related field
• Knowledge of customer service best practices
• Ability to work in a fast-paced environment
Job Knowledge
• Knowledge of customer service best practices
• Knowledge of customer service software
• Knowledge of customer service policies and procedures
• Knowledge of customer service metrics
Job Experience
• At least two years of experience in customer service or a related field
• Experience in quality assurance or customer service monitoring
• Experience in providing feedback to customer service representatives
Job Responsibilities
• Monitor customer service calls and other customer interactions
• Evaluate customer service calls to ensure that customer service representatives are following company policies and procedures
• Provide feedback to customer service representatives on their performance
• Provide recommendations for improvement
• Develop customer service metrics and reports
• Track customer service performance and provide reports to management