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    Dunhill Professional Search
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Contact Center Quality Analyst

San Antonio, TX

Responsible for the administration of the quality monitoring program and quality assurance escalations for Service Delivery/Contact Centers. Creates, reviews, and finalizes quality documentation and guidance materials. Serves as go-to-resource for quality monitoring and the interpretation of quality policy. Aids in the training of new resources. Implements quality monitoring process, solicits client feedback, reviews metrics, and discovers opportunities for process and quality improvement.

General Responsibilities

Achieving customer support service levels by managing contact volumes among multiple entities to ensure optimal performance. Performing ongoing data analysis from a variety of sources to track performance, forecast volumes, and efficiencies. Producing daily reports accompanied with high level analysis. Supporting operational impacts of new business requirements and integrate them into existing Contact Center Operations Reports and Processes. Assisting with resolution of complex production and testing issues related to internal and vendor operational reporting and processes. Supporting initial development and ongoing maintenance of support materials for IDO team use, e.g., training manuals, job aids and reference guides. Perform tier 1 service desk functions including creation, escalation and management of service requests and incident tickets identifying opportunities for team improvements in procedures/processes/standards to gain cost-effectiveness and efficiency.

Minimum Qualifications

Bachelor's Degree or equivalent relevant experience. 2-5 years of relevant experience in quality monitoring in a Service Delivery/Contact Center environment.

Ability to obtain a Public Trust Clearance

Other Job Specific Skills

Strong written and verbal communication skills Ability to tailor communications to multiple audiences/entities Excellent analytical, organizational, time-management, and multi-tasking skills Reporting analytics experience Experience with project administration and meeting multiple deadlines Experience in customer service quality and/or help desk Strong organization and time management skills Experience with quality management program or training team Experience with customer service applications Experience with metrics reporting


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