Contact Center Quality Analyst jobs in Fremont, NE

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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ANALYST, CONTACT CENTER INFORMATION TECHNOLOGY
  • Global Property and Guest Services Hub - Omaha
  • Omaha, NE FULL_TIME
  • Summary

    Where technology meets care. Grow with Hyatt.

    This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

    The Contact Center Information Technology Analyst’s role is to participate in the planning, installation, maintenance, management, and coordination of the Hyatt Contact Center Information Technology Environment. This includes actively resolving escalated end user help requests within acceptable time frames, vendor management, and proposing and performing changes to reduce incidents and stabilize the environment. Create documentation, training manuals and contributing to overall process improvement.

    The Contact Center Information Technology Analyst will also act as a backup and mentor to the Contact Center Information Technology Specialist.

    Position Responsibilities:

    • Participate in the day to day support of Nice in Contact CXOne environment and other integrated applications.
    • Provide 24 x 7 support for all Contact Center Information Technology infrastructure in the Omaha and Marion facilities. Participation in on-call rotation. Communicate system issues/deficiencies to the Contact Center Information Technology Support Manager and/or Contact Center Information Technology Senior Manager for analysis and correction.
    • Perform Tech Checks for new hire colleague classes as per the monthly class schedule. This will be variable and dependent on the number of classes offered at any given time.
    • Backup to Contact Center Information Technology Specialist for issues, colleague tickets/requests, training classes, and move-add-change activities.
    • Works under guidance of the Contact Center Information Technology Support Manager to solve technology related issues and escalates as needed.
    • With mentorship from the Senior Managers of the team, participates in adhoc training of technical CXOne configuration activities. Includes interaction routing strategies, Work Force Intelligence rules (WFI), user and skill updates, ACD settings, etc.
    • Tertiary support of other communication systems including Zoom, Gladly, KANA, etc.
    • Participate in the monthly/quarterly audit review process including preparing reports and contacting users regarding the status of their system access.
    • Creation of user accounts across the various communication channel systems (telephone accounts, email routing, chat, and Omni-channel platforms).
    • Provide excellent customer service to the end user community for all Contact Center Information Technology related issues including hardware/software troubleshooting, call routing administration, maintenance, and support.
    • Contribute to the documentation of Contact Center Information Technology systems and processes.
    • Demonstrate a commitment to Hyatt core values.

    Qualifications

    Experience:

    • Experience working in a technology-support role highly desired.
    • 2 years experience of Telephone System Administration of End-User Technical Support experience in a mid/large sized environment spanning multiple sites desired.
    • Administration experience in CXOne, Email routing (KANA), Call Recording Systems and other contact center solution provider software desired.
    • Previous experience configuring Contact Center Information Technology system components including hardware, wiring, call routing preventative maintenance preferred.

    Education:

    • Associate Degree in Computer Science, MIS or related field beneficial.
    • CXOne or Cisco telecommunications certificates preferred.

    Computer Skills Needed:

    • Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Access, and Office365) preferred.
    • Working knowledge of managing a telephony infrastructure preferred.

    Additional Comments and Requirements:

    • Strong communication and customer service skills.
    • Strong technical problem solving skills.

    Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

  • 11 Days Ago

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Contact center
  • CDS Global
  • Harlan, IA FULL_TIME
  • SUMMARY Under general supervision, assist the CDS Global Contact Center staff in organizing information, performing administrative functions, and updating client information and documentation. Obtains...
  • 1 Month Ago

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Contact center
  • Hearst
  • Harlan, IA FULL_TIME
  • SUMMARY Under general supervision, assist the CDS Global Contact Center staff in organizing information, performing administrative functions, and updating client information and documentation. Obtains...
  • 1 Month Ago

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Data Quality Analyst
  • University of Nebraska Medical Center
  • Omaha, NE FULL_TIME
  • Department Eppley Inst Administration 50001825 Business Unit Eppley Institute Reg-Temp Full-Time Regular Work Schedule TBD, 8:00AM - 4:30PM Remote/Telecommuting Hybrid (part-time working on site, part...
  • 2 Days Ago

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Contact Center Representative (bilingual)
  • Centris Brand
  • Omaha, NE FULL_TIME
  • Contact Center Representative (Bilingual) Location: 114th & Dodge Pay Rate: $18.70 - $20.00 per hour based upon prior experience. Hours: Monday through Friday 9:30 AM to 6:00 PM and rotating Saturday'...
  • 13 Days Ago

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Contact Center Technical/Customer Care Support Specialist Contact Center
  • Complete Call Solutions
  • Omaha, NE FULL_TIME
  • Complete Call Solutions is looking for Client Service Specialist to be part of our team. Ideal candidates thrive in a challenging but rewarding customer focused environment, are tech savvy and have ex...
  • 8 Days Ago

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0 Contact Center Quality Analyst jobs found in Fremont, NE area

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Avenue Scholars Customer Care Analyst Internship Omaha, NE
  • Mutual of Omaha
  • Omaha, NE
  • **Avenue Scholars Customer Care Analyst Internship Omaha, NE** **Location:** Nebraska **Work Type:** Full Time Regular *...
  • 3/28/2024 12:00:00 AM

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Programmer Analyst
  • Fiserv, Inc.
  • Omaha, NE
  • Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move ...
  • 3/28/2024 12:00:00 AM

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Enterprise Business Systems Analyst
  • Boys Town
  • Omaha, NE
  • In a career as an Enterprise Business Systems Analyst, you will help us in providing unparalleled care to youth and fami...
  • 3/28/2024 12:00:00 AM

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Sr Clinical Systems Data Analyst
  • Boys Town
  • Omaha, NE
  • At Boys Town, we are changing the way America cares for children and families. The Senior Clinical Data Systems Analyst ...
  • 3/28/2024 12:00:00 AM

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Travel Ultrasound Technologist - $2,099 per week
  • TRS Healthcare
  • Omaha, NE
  • Supplemental Health Care is seeking a travel Ultrasound Technologist for a travel job in Omaha, Nebraska. Job Descriptio...
  • 3/28/2024 12:00:00 AM

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Sr. Compensation Analyst
  • Methodist Health System
  • Omaha, NE
  • Why work for Nebraska Methodist Health System? At Nebraska Methodist Health System, we focus on providing exceptional ca...
  • 3/27/2024 12:00:00 AM

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Travel Registered Respiratory Therapist - $1,688 per week
  • TRS Healthcare
  • Omaha, NE
  • Supplemental Health Care is seeking a travel Registered Respiratory Therapist for a travel job in Omaha, Nebraska. Job D...
  • 3/27/2024 12:00:00 AM

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Solid Waste Facilites Practice Lead
  • HDR
  • Omaha, NE
  • About Us At HDR, we specialize in engineering, architecture, environmental and construction services. While we are most ...
  • 3/25/2024 12:00:00 AM

Fremont is a city in Dodge County in the eastern portion of the state of Nebraska in the Midwestern United States. The population was 26,397 at the 2010 census. Fremont is the county seat and the home of Midland University. Fremont is located along the Platte River, approximately 35 miles (56 km) northwest of the largest city in the area, Omaha, and 50 miles (80 km) northeast of the state capitol, Lincoln. According to the United States Census Bureau, the city has a total area of 8.85 square miles (22.92 km2), of which, 8.80 square miles (22.79 km2) is land and 0.05 square miles (0.13 km2) i...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$41,306 to $57,264
Fremont, Nebraska area prices
were up 0.8% from a year ago