Contact Center Quality Analyst jobs in Virginia
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
Contact Center, Training and Quality Specialist
- Commonwealth of VA Careers
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NEWCOMB HALL, VA
FULL_TIME
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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.
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. -
Training
- 1 Day Ago
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...
- 26 Days Ago
Construction Quality Assurance Representative
- Contact Government Services, LLC
-
Norfolk, VA
FULL_TIME
- Construction Quality Assurance RepresentativeEmployment Type: Full TimeDepartment: Project Management Here at CGS, we are looking for a hardworking individual with ample experience performing oversigh...
- 1 Month Ago
Export Contact Center Manager
- ZIM
-
Norfolk, VA
FULL_TIME
- Main Purpose To manage the daily activities of the Export Contact Center which handles all incoming phone and email communications from customers. The Manager also monitors performance and provides on...
- 9 Days Ago
Import Contact Center Representative
- ZIM
-
Norfolk, VA
FULL_TIME
- Main Purpose of the Role: The Import Contact Center Representative is responsible for managing customer-facing communication through the call center phone system, email, and SmartCS. This communicatio...
- 14 Days Ago
Contact Center Rep (Winchester)
- TEKsystems
-
Front Royal, VA
FULL_TIME
- Aston Carter is currently seeking qualified candidates for a Member Service Representative position to start with a Fortune 100 Company in Winchester, VA! This role consists of fully onsite training i...
- 14 Days Ago
Contact Center Quality Analyst jobs at Popular Companies
Key Account Manager
- Baumann Paper Company
-
- Earn a base salary plus a competitive commission and bonus structure. Work Monday - Friday with your weekends and evenin...
- 4/19/2024 12:00:00 AM
Technology Investment Banking Summer 2024 Analyst Program
- Cantor Fitzgerald
-
San Francisco, CA
- Job Title: 2024 Technology Investment Banking Summer Analyst Program Location: San Francisco, CA, In office Firm Overvie...
- 4/19/2024 12:00:00 AM
Support Analyst
- nQ Zebraworks
-
- #WorkFromAnywhere Support Analyst We are currently looking for someone to join our world-class client support team as a ...
- 4/19/2024 12:00:00 AM
Call Center Data Analyst
- Chicago Lighthouse
-
Chicago, IL
- Job Details Job Location: Chicago, IL Position Type: Full Time Education Level: High School/GED Salary Range: Undisclose...
- 4/18/2024 12:00:00 AM
Call Center Analyst
- Staff Management | SMX
-
Chicago, IL
- Calling all data detectives in Chicago! Are you passionate about using analytics to drive smart business decisions? We h...
- 4/17/2024 12:00:00 AM
Finance Director, Retail Wireless
- Dish Network
-
- **Finance Director, Retail Wireless** CAROUSEL_PARAGRAPH * Englewood, Colorado; Overland Park, Kansas; Roseland, New Jer...
- 4/16/2024 12:00:00 AM
Call Center Analyst
- Staff Management | SMX
-
Chicago, IL
- Job Description Job Description Calling all data detectives in Chicago! Are you passionate about using analytics to driv...
- 4/15/2024 12:00:00 AM
Information Technology Help Desk Contact Center Analyst - Honolulu
- Frontline Managed Services
-
Honolulu, HI
- Do you want to shift gears into a new IT career? We will steer your future towards the finish line! Frontline Managed Se...
- 4/15/2024 12:00:00 AM
About Virginia
Virginia (/vərˈdʒɪniə/ (listen)), officially the Commonwealth of Virginia, is a state in the Southeastern and Mid-Atlantic regions of the United States located between the Atlantic Coast and the Appalachian Mountains. Virginia is nicknamed the "Old Dominion" due to its status as the first English colonial possession established in mainland North America and "Mother of Presidents" because eight U.S. presidents were born there, more than any other state. The geography and climate of the Commonwealth are shaped by the Blue Ridge Mountains and the Chesapeake Bay, which provide habitat for much of ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$44,614 to $61,854