Contact Center Quality Analyst jobs in Illinois
Contact Center Quality Analyst monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Analyst jobs
- Avila Dental
-
CHICAGO, IL
FULL_TIME
-
Company Description
At Avila Dental, you will experience a genuine sense of family and belonging. We strive to make your visit as pleasant and easy as possible by providing in-office comforts and first-class services. Your dentist in Northgate, Dr. Bello, is committed to only using the latest technology and most advanced techniques, so you leave with a stunning smile.
Job Description
The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business’ goals and objectives.
Responsibilities include, but are not limited to:
Conduct business process analysis and requirements gathering sessions
Develop user stories and functional requirement specifications for consolidated Contact Center web applications
Clearly communicate with clients and project teams via email and conference calls
Coordinate product deployments and write release communications
Ensure collaborative outcomes by establishing and promoting strong client partnerships
Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features
Qualifications
- Strong analytical and quantitative skills are essential to execute the job.
- Must be detail-oriented, an independent thinker and have very strong organizational skills to manage the volume of data which is reported upon and analyzed by the department.
- Experience with Call Center or Contact Center Software.
- Collaborative team player, with the ability to work effectively across multiple departments and levels within the company.
- Software Project Management
- Excellent written and interpersonal communication skills
- Proficiency in Microsoft Outlook, Excel, and Word is a must
Additional Information
All your information will be kept confidential according to EEO guidelines.
- 21 Days Ago
- PLS Financial Services, Inc.
-
Oakbrook, IL
FULL_TIME
- Overview PLS®: People. Location. Service PLS—which stands for People – Location - Service—is a leading retail provider of alternative financial services. The PLS Group, headquartered in Chicago, is co...
- 27 Days Ago
- TEKsystems
-
Naperville, IL
FULL_TIME
- Description : a)Explain and recommend products and services b)Provide general account information c)Provide information on new and on-going promotions a)Record research requests and deliver to appropr...
- Just Posted
- Self-Help Credit Union
-
Chicago, IL
FULL_TIME
- Job DetailsDescriptionWHO We Are:Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-...
- 2 Days Ago
- OSF HealthCare
-
Peoria, IL
PART_TIME
- OverviewWork from home position-must reside within 60 miles of OSF Peoria location-initial training onsite in Peoria. Expected pay for this position is $18.43 - $21.69/hour. Actual pay will be determi...
- 9 Days Ago
- The William Everett Group Inc
-
Chicago, IL
FULL_TIME
- SUMMARY: The Business Contact Center Representative is responsible for working within our Utility Billing and Customer Service Center. DUTIES AND RESPONSIBILITIES: Responds to and services customer ca...
- 11 Days Ago
Contact Center Quality Analyst jobs at Popular Companies
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/1/2024 12:00:00 AM
- Department Of The Treasury
-
Birmingham, AL
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Washington, DC
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Philadelphia, PA
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Kansas City, MO
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Department Of The Treasury
-
Hyattsville, MD
- Duties As a Lead Call Center Analyst, you will: * Serve as Team Leader. Communicate and integrate the branches strategic...
- 5/30/2024 12:00:00 AM
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 5/29/2024 12:00:00 AM
- Bureau of the Fiscal Service
-
Birmingham, AL
- Summary PLEASE NOTE: Based on the current hiring restrictions, selectees may be subject to additional approvals prior to...
- 5/29/2024 12:00:00 AM