Contact Center Quality Analyst jobs in Cheyenne, WY

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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Business Analyst
  • Contact Government Services, LLC
  • Cheyenne, WY FULL_TIME
  • Business Analyst
    Employment Type: Full-Time, Experienced
    Department: Information Technology

    CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business operations and Content Strategy for CGS, you will partner with internal business owners and external partners to understand new business opportunities and define functional requirements.

    CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.
    Skills and attributes for success:
    • Support the development of briefings, agendas, and other general documentation support as directed, including training material and demonstration sessions for new and existing technologies to various stakeholders.
    • Document and analyze business and functional requirements so that they may be accurately translated into process maps and technical system requirements
    • Develop comprehensive documentation that meets organizational standards, to include but not limited to basic system architectural diagrams/wireframes, concepts of operations, monthly status reports
    • Create high-level briefings and communications materials for customers, management, and executive stakeholders
    • Work with the government and team members to identify, recommend, and implement opportunities for service delivery improvement and new technology implementation
    • Evaluate program materials and develop innovative approaches for improvement
    • Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation
    • Develop and implement a deep understanding of Microsoft and Atlassian products and services (Teams, SharePoint, Visio, Jira, Confluence) to translate complex product information into simple, polished, and engaging content
    • Research, outline, write, and edit new and existing content, working closely with various team members to understand project requirements
    • Develop content in various media forms for maximum usability, with a consistent and cohesive voice across all documentation
    • Perform risk management, including identifying, prioritizing, and mitigating risks, and communicating and escalating risks and issues
    • Support a continuous improvement process by providing recommendations on improving products, services, and processes.
    • Manage client interaction and expectations regarding team efforts
    • Identify and coordinate cross-team dependencies and collaboration
    • Continually seek opportunities to increase customer satisfaction, develop and deepen long-lasting client relationships

    Qualifications:
    • Must be a U.S. Citizen
    • Bachelor's Degree (Computer Science, or engineering)
    • Must be able to successfully complete a stringent Background Investigation and obtain required Government Security clearance
    • 7 years of experience in business analysis, systems analysis, and/or design of information systems programs and related business processes
    • Experience working with phase-based and Agile delivery methods
    • Experience with Jira or other Agile tools
    • Ability to clearly communicate technical concepts to both technical and non-technical users.
    • Must be able to work well both in a team environment and independently.
    • Must possess exceptional attention to detail
    • Excellent interpersonal and communication skills
    • Familiarity with government projects and policy/procedures teams
    • Demonstrates ability to interact comfortably with Senior Leadership and/or Government Executives and staff on a day-to-day basis
    • Experience in managing client requirements and small teams
    • Excellent analytical skills and business presentation skills

    Ideally, you will also have:
    • Experience supporting DHS HQ or other US Federal Agencies
    • Experience tracking and reporting project or program delivery progress and budget execution
    • Experience developing project briefs and reports for non-technical audiences
    • Knowledge of the federal acquisition lifecycle
    • Familiarity with Business Intelligence and Data Analytics
    • Project Management, Agile, and/or Cyber Certifications (PMP / ACP / CSM / SAFe / CISM)

    Our Commitment:
    Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.

    For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.

    Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.

    We care about our employees. Therefore, we offer a comprehensive benefits package.
    • Health, Dental, and Vision
    • Life Insurance
    • 401k
    • Flexible Spending Account (Health, Dependent Care, and Commuter)
    • Paid Time Off and Observance of State/Federal Holidays

    Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

    Join our team and become part of government innovation!
    Explore additional job opportunities with CGS on our Job Board:
    https://cgsfederal.com/join-our-team/
    For more information about CGS please visit: https://www.cgsfederal.com or contact:
    Email: info@cgsfederal.com
  • 3 Days Ago

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Contact Center Associate - Authorizations Agent - 100% Remote
  • Frontdoor
  • Cheyenne, WY OTHER
  • Overview Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in provid...
  • 14 Days Ago

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Accounting Analyst
  • Sidney Regional Medical Center
  • Sidney, NE FULL_TIME
  • SRMC is searching for an Accounting Analyst to join our TEAM. This role, as part of the Finance Department, is responsible for processing all payments and performing associated tasks related to Accoun...
  • Just Posted

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Data Specialist
  • Contact Government Services, LLC
  • Cheyenne, WY FULL_TIME
  • Data Specialist Employment Type: Full-Time, Mid-Level Department: Data Science As a Data Specialist for CGS you will help our government client in processing data using LAW. The ideal candidate will r...
  • 3 Days Ago

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Billing Supervisor
  • Contact Government Services, LLC
  • Cheyenne, WY FULL_TIME
  • Billing Supervisor Employment Type: Full-Time, Mid-Level Department: Financial CGS is seeking a Billing Specialist to join our team supporting our mission. This position will entail a wide range of du...
  • 3 Days Ago

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Auditor
  • Contact Government Services, LLC
  • Cheyenne, WY FULL_TIME
  • Auditor Employment Type: Full-Time, Mid-Level Department: Financial CGS is seeking a highly skilled Auditor to provide general auditing and accounting services in support of fraud investigations invol...
  • 3 Days Ago

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0 Contact Center Quality Analyst jobs found in Cheyenne, WY area

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Senior Income Tax Analyst - Remote
  • Avnet
  • Cheyenne, WY
  • **Who We Are:** At Avnet, relationships matter. We are a global, FORTUNE 500 technology distributor and solutions compan...
  • 3/28/2024 12:00:00 AM

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SAP Enterprise Architect
  • Concentrix
  • Cheyenne, WY
  • Job Title: SAP Enterprise Architect Job Description Your Journey at Concentrix + Webhelp Starts Here: At Concentrix + We...
  • 3/28/2024 12:00:00 AM

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Manager Customer Success- Digital Marketing Solutions- Team Lead (Remote)
  • Broadridge Financial Solutions
  • Cheyenne, WY
  • At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
  • 3/28/2024 12:00:00 AM

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Regional Field Services Supervisor (Silent-Aire Mission Critical Services)
  • Johnson Controls International
  • Cheyenne, WY
  • As a part of Johnson Controls’ Data Center Solutions business unit, Silent-Aire is on the forefront in the creation of n...
  • 3/27/2024 12:00:00 AM

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Customer Service Specialist
  • Adapt Health LLC
  • Cheyenne, WY
  • AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical equipment products and services...
  • 3/27/2024 12:00:00 AM

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Remote Reservation Specialist
  • Newport Associates
  • Cheyenne, WY
  • Are you passionate about travel and ready to turn your love for adventure into a fulfilling career? Join us as a Virtual...
  • 3/26/2024 12:00:00 AM

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Remote Customer Service Rep
  • American Income Life AO - Samuel Franchini
  • Cheyenne, WY
  • Seize Your Freedom: Be Your Own Boss, Craft Your Schedule, and Live Your Dream Life! Are you ready to break free from th...
  • 3/26/2024 12:00:00 AM

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Senior Client Relations Administrator (Remote)
  • Broadridge Financial Solutions
  • Cheyenne, WY
  • At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
  • 3/25/2024 12:00:00 AM

Cheyenne (/ʃaɪˈæn/ shy-AN or /ʃaɪˈɛn/) is the capital and most populous city of the U.S. state of Wyoming and the county seat of Laramie County. It is the principal city of the Cheyenne, Wyoming, Metropolitan Statistical Area which encompasses all of Laramie County. The population was 59,466 at the 2010 census. Cheyenne is the northern terminus of the extensive and fast-growing Front Range Urban Corridor that stretches from Cheyenne to Pueblo, Colorado which has a population of 4,333,742 according to the 2010 United States Census. Cheyenne is situated on Crow Creek and Dry Creek. The Cheyenne,...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$40,818 to $56,586
Cheyenne, Wyoming area prices
were up 2.3% from a year ago