Contact Center Quality Analyst jobs in Lynchburg, VA

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)

Recently Added Contact Center Quality Analyst jobs

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Contact Center, Training and Quality Specialist
  • Commonwealth of VA Careers
  • NEWCOMB HALL, VA FULL_TIME
  • In this role, the incumbent will be responsible for scheduling and conducting training sessions for both new and experienced contact center agents and supporting employees in an effort to maintain positive productivity. Responsible for managing and maintaining provider on call schedules, equipment maintenance, management of IT tickets, and other assigned duties.

    To ensure success as a call center trainer, the incumbent should have extensive knowledge of contact center procedures and exhibit expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching, multi-tasking, and communication skills.

    • Training
      o Develop contact centers' education materials, such as digital presentations and standard operating procedures.
      o Conducts technical and informational training classes and/or onsite sessions, both on a regular and as needed basis for the Contact Center
      o Schedule and conduct training sessions on various contact center topics to successfully onboard and provide ongoing support for new employees.
      o Train experienced employees on new or updated contact center procedures to improve performance.
      o Collaborate with team leaders, supervisors and manager to identify and provide ad hoc training and coaching.
      o Serves as training representative for interdisciplinary projects as assigned
      • Quality Assurance and Policy preparation
      o Observe the daily operations of contact center employees and identifying any areas of improvement.
      o Listen to incoming calls, review for quality assurance and provide feedback for Supervisors.
      o Measure the effectiveness of training sessions and preparing individual or team progress reports.
      o Ensure team members maintain their productivity and maintain high levels of customer service thru regular re-training and by working with supervisors.
      o Prepare policies and procedures to ensure high quality customer service using best practice techniques, and appropriate agent conduct.
      • Reporting, Maintenance and Support
      o Maintain all Contact Center protocols. Conduct on going reviews and updates with sign off or approval from appropriate stakeholders.
      o Ad hoc reporting for stakeholders, for specific timelines, pages, for groups, individuals.
      o Maintain Smart Center in Spok for paging groups such as Mass Casualty, Emergency Teams, etc.
      o Establish Pager Identification Center numbers for new employees, used in both Spok and Vocera systems
      o Support & Maintain Pager system and pager management
      o Support issue management and resolution
      o Work with HIT to ensure the monthly Spok updates are tested and verified.
      o Work with vendors to trouble shoot equipment issues
      o Manage and maintain Provider On-Call schedules
      • Serve as Contact Center subject matter expert and back up for Supervisors
      • In addition to the above job responsibilities, other duties may be assigned.
    Position Compensation Range: $21.10 - $32.71 Hourly

    MINIMUM REQUIREMENTS

    Education: High School or equivalent required. Associate or Bachelor’s Degree preferred in education, health or IT related majors.
    Experience: At least 3 years’ relevant experience working as a call center trainer or team leader. Strongly preferred help desk/information systems; data analysis extraction and systems interface.
    Licensure: None

    PHYSICAL DEMANDS

    Job requires standing for prolonged periods, frequently bending/stooping, reaching (overhead, extensive, and repetitive); Repetitive motion: computer keyboard. Proficient communicative, auditory and visual skills; Attention to detail and ability to write legibly; Ability to lift/push/pull 50 - 100lbs.

    The University of Virginia, i ncluding the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person's perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.

    Position Compensation Range: $21.10 - $32.71 Hourly

    MINIMUM REQUIREMENTS

    Education: High School or equivalent required. Associate or Bachelor’s Degree preferred in education, health or IT related majors.
    Experience: At least 3 years’ relevant experience working as a call center trainer or team leader. Strongly preferred help desk/information systems; data analysis extraction and systems interface.
    Licensure: None

    PHYSICAL DEMANDS

    Job requires standing for prolonged periods, frequently bending/stooping, reaching (overhead, extensive, and repetitive); Repetitive motion: computer keyboard. Proficient communicative, auditory and visual skills; Attention to detail and ability to write legibly; Ability to lift/push/pull 50 - 100lbs.
  • 1 Day Ago
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Resource Specialist - Contact Center
  • UVA Medical Center
  • Charlottesville, VA FULL_TIME
  • Thank you for considering a customer service Contact Center position at UVA Health! UVA Health professionals share a common bond: to pursue excellence in everything we do for our patients. As a Contac...
  • 23 Days Ago
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Member Service Representative - Contact Center
  • United States Senate Federal Credit Union
  • Verona, VA FULL_TIME
  • Job Description: *Mission: *In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and sec...
  • 28 Days Ago
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Member Service Representative I - Contact Center
  • United States Senate Federal Credit Union
  • Verona, VA FULL_TIME
  • Job Description: *Mission: *In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and sec...
  • 13 Days Ago
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Member Service Representative - Contact Center (Hybrid)
  • United States Senate Federal Credit Union
  • Harrisonburg, VA FULL_TIME
  • Job Description Mission: In the Senate Community tradition of service, we strive to improve the financial wellness of our members throughout all stages of life by integrating sustainability and securi...
  • 16 Days Ago
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Quality Control Analyst
  • Liberty University
  • Lynchburg, VA FULL_TIME
  • Responsible for planning and executing an effective plan for current and future opponents. Administer scout team organization and preparation for daily practice expectations. Oversee drafting and Coor...
  • 10 Days Ago
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0 Contact Center Quality Analyst jobs found in Lynchburg, VA area

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PT Customer Care Specialist - Work From Home>
  • Everyday Health Group
  • Lynchburg, VA
  • [Customer Service / Fully Remote] - Anywhere in U.S. / Up to $22 per hour / Flexible schedule - As a Customer Care Speci...
  • 4/16/2024 12:00:00 AM
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FT Customer Support Specialist - Work From Home>
  • Stronghold
  • Lynchburg, VA
  • [Customer Service / Fully Remote] - Anywhere in U.S. / Competitive Pay / Email Only - As a Customer Support Specialist y...
  • 4/16/2024 12:00:00 AM
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Jerry Falwell Library | JFL Customer Service Student Assistant
  • Liberty University
  • Lynchburg, VA
  • The principal role of the Customer Service Student Assistant is to perform excellent customer service within the Jerry F...
  • 4/14/2024 12:00:00 AM
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AM Customer Service Sr. Svc Agent
  • FedEx Corp.
  • Lynchburg, VA
  • **AM Customer Service Sr. Svc Agent** CAROUSEL_PARAGRAPH * Lynchburg, Virginia * Operations FedEx Express ** Share Job**...
  • 4/14/2024 12:00:00 AM
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Analyst
  • Tata Consultancy Service Limited
  • Concord, VA
  • Job Title Desktop and Mobility Support Relevant Experience (inYrs) 5-7Years Must Have Technical/Functional Skills Deskto...
  • 4/13/2024 12:00:00 AM
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Customer Support Specialist - Work From Home>
  • Topstep
  • Lynchburg, VA
  • [Customer Service / Remote] - Anywhere in U.S. / Competitive salary & bonuses / Medical, dental & vision / 401k match / ...
  • 4/13/2024 12:00:00 AM
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FT Customer Service Representative - Work From Home>
  • TridentCare
  • Lynchburg, VA
  • [Call Center / Remote] - Anywhere in U.S. / Competitive pay / Medical, dental & vision / 401k - As a Customer Service Re...
  • 4/13/2024 12:00:00 AM
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FT Customer Care Representative - Work From Home>
  • Conifer Health Solutions
  • Lynchburg, VA
  • [Call Center / Remote] - Anywhere in U.S. / Up to $21.80 per hour / Medical, dental, vision, disability, and life / PTO ...
  • 4/13/2024 12:00:00 AM
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About Lynchburg, Virginia

Lynchburg is an independent city in the Commonwealth of Virginia in the United States. As of the 2010 census, the population was 75,568. The 2017 census estimates an increase to 81,000. Located in the foothills of the Blue Ridge Mountains along the banks of the James River, Lynchburg is known as the "City of Seven Hills" or the "Hill City". In the 1860s, Lynchburg was the only major city in Virginia that was not recaptured by the Union before the end of the American Civil War. Lynchburg lies at the center of a wider metropolitan area close to the geographic center of Virginia. It is the fifth-...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$40,789 to $56,551
Lynchburg, Virginia area prices
were up 1.2% from a year ago
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