Contact Center Quality Analyst jobs in the United States

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

We are looking for a Contact Center Quality Analyst who will be responsible for promoting contact center and process quality on behalf of our clients. Take ownership of root causes and drive culture of process improvement. Work directly with agents to coach and deliver timely feedback.

Are you:

• Able to readily act on challenges and seize new opportunities to adapt to changing client expectations?
• A professional with exceptional verbal, written and presentation skills to all levels of an organization?

As the Contact Center Quality Analyst, you will be responsible for promoting contact center and process quality on behalf of our clients. You will take ownership of root causes and drive a culture of process improvement. This role will work directly with agents to coach and deliver timely feedback on call quality.

A Day in the Life

• Review quality of work performed by staff through live monitoring and use of call recording system and applications.
• Identify training needs and communicate needs to training department as needed.
• Develop training material and conduct training sessions.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Utilize advanced tools such as Speech/Desktop Analytics, to listen to or observe category specific calls to conduct deep dives into reasons and impacts to improve First Call Resolution and satisfaction.
• Prepare and analyzes internal and external quality reports for management staff review.
• Create and maintain dashboards and complex data queries to measure trends and exposure points and quantify the impact efforts.
• Conduct calibration sessions on calls for Senior Leadership, Call Center Supervisors, or other employees on a regular cadence.
• Provide actionable data to various internal support groups as needed (Voice of the customer)
• Provide feedback to call center team leaders and managers and perform coaching as needed.
• Create and maintain standardized workflows and procedures.
• Provides recommendations for change and participates in analysis and creation of workflows and procedures to improve accuracy/efficiency.

Requirements

• Bachelor's degree strongly preferred or equivalent business experience
• Intermediate to advanced excel skills required.
• 3-5 years' business experience demonstrating high attention to detail and delivering superior client experience.
• Experience with fundamental principles, practices and techniques of quality required.
• Standard understanding of the administration and oversight of quality programs, policies and procedures required.
• PowerBi experience preferred.
• ASE certification preferred.

What's in it for You
* A culture of innovation, empowerment, decision-making, and accountability
* Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
* Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
* Hybrid work environment for most positions

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans' status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to or call (800) 665-9744.