Contact Center Quality Analyst jobs in Arizona

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)

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Contact Center Planning Analyst
  • Wells Fargo
  • TEMPE, AZ FULL_TIME
  • About this role:

    Wells Fargo is seeking a Contact Center Planning Analyst as part of Merchant Services.

    The Contact Center Planning Analyst will develop, manage, and forecast accurate interval, daily, weekly, and monthly contact center volume to meet established goals. This role is critical role to ensure the intraday staffing is in alignment with call volumes to ensure consistent service level delivery.

    Learn more about the career areas and lines of business at wellsfargojobs.com.

    In this role, you will:

    • Determine staffing targets, call volume trends, and forecast changes based on capacity model
    • Facilitate project work and schedule change adjustments
    • Administer off phone time and training schedules
    • Identify and recommend opportunities for process improvement and risk control development
    • Provide guidance through mentoring, training, and development
    • Make decisions and resolve issues to meet business objectives
    • Interpret policies, procedures, and compliance requirements
    • Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
    • Interact with internal customers
    • Receive direction from leaders
    • Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements

    Required Qualifications:

    • 2 years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

    Desired:

    • Experience forecasting inbound and back office with Workforce Management tools such Verint/Avaya or Alvaria/Aspect
    • Tableau experience
    • Experience using programs such as Microsoft Office (Outlook, Excel, etc.), Real Time Adherence (RTA), CC Pulse and Workforce Optimization (WFO)
    • Experience forecasting back office, call, and chat volumes
    • Knowledge and understanding of call center: reporting/support
    • Experience with capacity planning, forecasting, process improvement, and measurements
    • Strong and proven experience, proficiency in using Excel
    • Strong and proven experience in demonstrated communication skills, both written and verbal
    • Ability to be a team player that works well with employees at all levels

    Job Expectations:

    • Willingness to work on-site at the stated location on the job opening
    • This position offers a hybrid work schedule

    Location:

    1150 W Washington St, Tempe, AZ 85281

    Schedule:

    Days: Monday-Friday

    Salary:

    46,500.00 - 69,700.00 USD Annual

    Posting End Date: 

    4 Jan 2024

    *Job posting may come down early due to volume of applicants.

    We Value Diversity

    At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

    Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

    Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

    Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

    Applicants with Disabilities

    To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

    Drug and Alcohol Policy

     

    Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.


  • 2 Days Ago

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Contact center
  • TEKsystems
  • Tempe, AZ FULL_TIME
  • One Medical in Partnership with TEKsystems* Description : Managing phone and message inquiries from our patients and those involved in their care as they navigate a complex healthcare system including...
  • 21 Days Ago

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Quality Manager/ Data Analyst
  • Scottsdale Recovery Center
  • Paradise, AZ FULL_TIME
  • JOB SUMMARY The Quality Manager guides and supports Scottsdale Recovery Center’s (SRC’s) annual quality management plan, with oversight from the Chief Clinical Offer. The Quality Manager is chiefly re...
  • 1 Month Ago

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Supplier Quality Analyst
  • Nammo Defense Systems, Inc Career Center
  • Mesa, AZ FULL_TIME
  • Nammo Defense Systems Inc., a defense contractor, manufactures and supports shoulder-fired systems; energetic material solutions such as aircraft emergency escape systems, actuation devices, rocket mo...
  • 11 Days Ago

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FOIA Analyst
  • Contact Government Services, LLC
  • Tucson, AZ FULL_TIME
  • FOIA AnalystEmployment Type: Full Time, Mid-LevelDepartment: Information TechnologyCGS is seeking a FOIA Consultant to join our team supporting the legal mission of a large federal agency. This positi...
  • 1 Day Ago

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Business Analyst
  • Contact Government Services, LLC
  • Tucson, AZ FULL_TIME
  • Business AnalystEmployment Type: Full-Time, ExperiencedDepartment: Information Technology CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business op...
  • 1 Day Ago

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Technical Support Technician
  • Connect Search, LLC
  • Milwaukee, WI
  • Technical Support Technician Direct Hire Technical Support Technician opportunity with one of my clients based out of th...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Andover, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Amherst, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Senior Financial Analyst
  • Calabrio, Inc.
  • Minneapolis, MN
  • Calabrio, a leading customer experience intelligence company, is seeking a highly skilled and motivated Senior Financial...
  • 3/28/2024 12:00:00 AM

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UKG Associate Programmer Analyst – Universal Epic Universe
  • Universal Orlando
  • Orlando, FL
  • Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybr...
  • 3/28/2024 12:00:00 AM

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Research Analyst
  • First Trust Capital Management L.P.
  • Chicago, IL
  • Summary The Research Analyst role at First Trust Alternative Investment Research (“FT AIR”) is focused on supporting all...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Harrisonburg, VA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Business Development Analyst
  • Makse Group
  • Denver, CO
  • Job Overview: As a Business Development Analyst, you will play a vital role in our company's growth by generating a robu...
  • 3/28/2024 12:00:00 AM

Arizona (/ˌærɪˈzoʊnə/ (listen); Navajo: Hoozdo Hahoodzo Navajo pronunciation: [xòːztò xɑ̀xòːtsò]; O'odham: Alĭ ṣonak Uto-Aztecan pronunciation: [ˡaɺi ˡʂonak]) is a state in the southwestern region of the United States. It is also part of the Western and the Mountain states. It is the sixth largest and the 14th most populous of the 50 states. Its capital and largest city is Phoenix. Arizona shares the Four Corners region with Utah, Colorado, and New Mexico; its other neighboring states are Nevada and California to the west and the Mexican states of Sonora and Baja California to the south and so...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$43,480 to $60,277