Contact Center Quality Analyst, Sr. jobs in Pennsylvania
Contact Center Quality Analyst, Sr. 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, Sr. provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst, Sr. may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Quality Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Analyst, Sr. jobs
- Ventures Unlimited Inc.
-
Pittsburgh, PA
FULL_TIME
-
Company Description
VUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thinking.
We provide advice and consulting services at strategic, policy and operational levels, concentrating on three key areas:Job Description
Kindly find the JD below for your reference.
Title: Business Analyst - Contact Center
Location: Pittsburgh, PA
Type: Fulltime// Permanent
Compensation: Base Salary Benefits relocation expenses (if required)
Interview Process: Phone and Skype Hire
Roles & Responsibilities:
Work will be focused on delivery of a new and Enhancements for Retail IVR system
Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements.
Document business requirements, functional/non-functional requirements, use cases and call flows.
Define Business Solutions around IVR and Routing Requirements.
Assist with users acceptance testing.
Employs traceability of requirements
Ensures sign-off and baseline of requirements
Anticipates and actively resolves problems and issues with requirements.
Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks.
Strong and Clear Communication Skills
SDLC - Agile Experience is a plus
Must have Skills:
5-6 years of 'Progressive' Business Analyst Experience
Call Center/Routing/IVR experience
Strong communication Skills
Proficient in requirements gathering documentation
SDLC - Waterfall/Agile. Agile experience is a plus
Understanding of Nuance VUI documentation
Nice to have:
Banking or Credit Card industry experience background
Understanding of Mortgage and Loan Process
SDLC -Agile
Clarity v13
Thanks & Regards…
------------------------------
Prabhat kumar
Tel: 856-842-1988 Ext - 143
Ventures Unlimited Inc.
Additional Information
Interested candidate Please call ma at Phone: 856-842-1988 Ext 143,
- 19 Days Ago
- Utz Quality Foods, Inc
-
Hanover, PA
FULL_TIME
- Utz Quality Foods is seeking a Sr. Distribution Analyst, Process & Systems. As a Senior Distribution Analyst specializing in Process and Systems Improvement, you will play a critical role in optimizin...
- 1 Month Ago
- F.N.B. Corporation
-
Hermitage, PA
FULL_TIME
- Primary Office Location:503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.Join our team. Make a difference - for us and for your future.Position Title: Digital Support Systems AnalystBu...
- 14 Days Ago
- First National Bank
-
Pittsburgh, PA
FULL_TIME
- Job DetailsPrimary Office Location:503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania. 15212.Join our team. Make a difference - for us and for your future.Position Title: Digital Support System...
- 2 Months Ago
- NiSource
-
Canonsburg, PA
FULL_TIME
- DescriptionSr Data Quality AnalystFull TimeWay of Work: RemoteSalary:$77,400 - $116,200 plus annual bonusThe Sr Data Quality Analyst drives the strategy development for data improvements, including ch...
- 8 Days Ago
- Independence Blue Cross Careers
-
Philadelphia, PA
FULL_TIME
- Duties Include 1. Review transactions to ensure accuracy of transaction and system processing. Provide timely documented feedback on issues identified at the processor and/or system level and execute ...
- 29 Days Ago
Contact Center Quality Analyst, Sr. jobs at Popular Companies
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-
Lake Stevens, WA
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- American Behavioral Solutions
-
Phoenix, AZ
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- TekJobs
-
Alpharetta, GA
- Required Skills: Tier2 Support. Focus on Outage and Incident tickets passed from T1- team 12*5 and 24*7 on Call. Analyst...
- 6/8/2024 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, ...
- 6/8/2024 12:00:00 AM
- Providence St. Joseph Health
-
Renton, WA
- Description Providence Health Plan caregivers are not simply valued - they're invaluable. Join our team and thrive in ou...
- 6/6/2024 12:00:00 AM
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/6/2024 12:00:00 AM
- Metlife Legal Plans
-
Cleveland, OH
- Job Description Job Description MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Spe...
- 6/6/2024 12:00:00 AM