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)
We have an opening for a Head of Quality Engineering (QE) to lead a team that helps improve the quality, deliverability, and user experience of CTCT’s product offerings. You will lead a highly collaborative QE team that is engaged with every phase of the software development life cycle. You will own the QE strategy for the company and be responsible for implementing it throughout the engineering organization.
The Head of Quality Engineering will work closely with Product and Engineering stakeholders to deeply understand the business and technical requirements of what must be delivered. You will participate in product ideation to help determine the best way to deliver value while upholding CTCT’s high standards in quality and maintainability. Your team will be responsible for determining the quality metrics to be incorporated into the “definition of done,” as well as measuring the technical performance of CTCT’s applications.
As a member technology leadership team, you will be responsible for the career guidance and development of the members of the Quality Engineering department. This includes staying abreast of industry developments, stimulating innovation, and prototyping new tools and quality initiatives with other engineering leaders.
*This is a hybrid role requiring time spent with the team in our Waltham, MA headquarters.
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