Contact Center Quality Analyst jobs in Wichita, KS

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)

M
Experienced Contact Center Supervisor
  • MCI Jobs
  • Wichita, KS FULL_TIME
  • POSITION OVERVIEW

    Looking to work for a fast growing company? Start your career here at MCI.

     

    If you are a highly motivated individual and posses excellent communication skills, we need your help in managing call center customer service agents. While your team operate the phone for a variety of commercial, state, and federal projects, you will assist and support them with your leadership and expertise. As the team coach and leader, you will be directly responsible for the performance and success of your team.

     

    This is a management-level position. Prior experience in management, supervisor, or customer service leadership is required.

     

    To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

    SALARY

    $30000 - $40000 / year

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    POSITION RESPONSIBILITIES

    WHAT DOES SOMEONE IN THIS ROLE DO?

    Contact Center Supervisors are responsible for the day-to-day activity and development of 15-25 representatives within a complex call center environment. In this role, you will be responsible for ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and sales results program-wide. Supervisors conduct regular business meetings with representatives to complete performance reviews and coaching to ensure maximum quality and production of direct reports. You will also work closely with the Operations Manager, ensuring the overall adherence to corporate policies and procedures 

     

    Essential Duties

    • Lead a team of 15-25 entry-level front-line customer service agents responsible for inbound call handling.
    • Responsible for coaching and developing reports on customer service processes and best practices.
    • Manage metrics, performance criteria, policies and procedures to improve call center productivity continuously
    • Drive a culture of accountability, continuous improvement, and personal excellence
    • Directs workforce management activities and sets performance goals and objectives accordingly
    • Develop and maintain strategy on ensuring customer satisfaction on all service interaction
    • Provide team motivation and development to maximize sales opportunities
    • Responsible for the overall performance and productivity of direct reports
    • Responsible for weekly payroll review and submission to ensure correct entries
    • Responsible for driving the growth of revenue and profit originating from a call center
    • Proven ability to meet performance, efficiency, and quality assurance targets
    • Monitoring of individual and team results to identify and act on both positive and negative performance
    • Communicate key messages effectively to ensure that direct reports are informed of process changes
    • Provide regular feedback to representatives regarding performance wins and areas of opportunity
    • Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
    • Develop and audit quality assurance strategies to ensure the delivery of world-class service
    • Determining work procedures, preparing work schedules, and expediting workflow
    • Responsible for hiring, coaching and terminating call center employees
    • Be a subject matter expert on your client's business
    • Manage remote employees as needed.
    • Other duties and responsibilities as assigned

    CANDIDATE QUALIFICATIONS

    WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

    The ideal candidate would share and understand the high-growth objectives of the company.  This position requires an advanced degree of leadership, creative thinking, and dedication to people.  The ability to professionally represent the organization internally and client-facing is a must.  The right candidate will exhibit good business judgment and acumen and be comfortable collaborating with other departments and locations throughout the organization.

     

    REQUIRED QUALIFICATIONS

    • Minimum of 3-years call center management experience
    • Associate's degree or equivalent combination of education and relevant work experience
    • Exceptional interpersonal & communication skills
    • Strong supervisory experience including staff development
    • Advanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint
    • Demonstrated ability to drive sales through the actions of others
    • Superior knowledge of call center tools and technology used to manage KPIs and SLAs
    • Possess practical conflict resolution skills (both customer and agent conflict)
    • Proven leader with advanced time management, planning, organizational and multitasking skills
    • Ability and eagerness to learn new products and system
    • Ability to work in a professional, fast-paced environment
    • Strong understanding of the contact center environment and the key levers to enhance performance and achieve client and financial targets
    • Clear, concise and practical communication skills (both oral and written)
    • A solution-oriented and positive mindset that openly embraces change and stretches goals.
    • Strong organizational skills with an ability to prioritize objectives with little-to-no assistance, find issues, and create and execute solutions that address those issues.
    • An ability to hold team members accountable for job performance including adherence, KPI's, and process
    • The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

     

    PREFERRED QUALIFICATIONS:

    • Military, local, state or federal government experience is a plus.
    • Graduation from an accredited two-year or four-year college or university is a plus
    • Experience managing both remote and on-site reports is a plus

    COMPENSATION DETAILS

    WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

    We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive.   Standard starting compensation is commensurate with experience.  Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

     

    Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.  In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.  Benefits options and plans vary slightly by location.  

     

    JUST A FEW OF THE BENEFITS

    • Medical, Dental, and Vision Coverage Options
    • Paid Time-Off
    • Regular Raises
    • Advancement Opportunity
    • Fun, Engaging Work Environment
    • Casual Dress Code
    • Cash and Prize Contests

     

    PHYSICAL REQUIREMENTS

    This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

    CONDITIONS OF EMPLOYMENT

    • Must be authorized to work in their country of residence (The United States or Canada)
    • Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint.  Job offers are contingent on background/security investigation results
    • Must be willing to submit to drug screening.  Job offers are contingent on drug screening results.

    REASONABLE ACCOMMODATION

    Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources.

    EQUAL OPPORTUNITY EMPLOYER

    At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.  All aspects of employment at MCI are based solely on a person's merit and qualifications.  MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

     

    MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.  MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

     

    MCI will not tolerate discrimination or harassment based on any of these characteristics.  We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

    ABOUT MCI (PARENT COMPANY)

    MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

     

    In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia. 

     

    Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000 talented individuals with 150 diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

    ................

    The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job.  You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

    The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

  • 19 Days Ago

M
Experienced Contact Center Supervisor
  • MCI Full Applicant
  • Wichita, KS FULL_TIME
  • POSITION OVERVIEW Looking to work for a fast growing company? Start your career here at MCI. If you are a highly motivated individual and posses excellent communication skills, we need your help in ma...
  • 20 Days Ago

C
Contact Center Representative
  • Community Choice Financial Family of Brands
  • Wichita, KS FULL_TIME
  • Who We Are Community Choice Financial® Family of BrandsCall Center Support RepresentativeRemote- Nationwide Community Choice Financial® Family of Brands is looking for a Call Center Support Representa...
  • 20 Days Ago

F
Contact Center Banker
  • Fidelity Bank, NA
  • Wichita, KS FULL_TIME
  • CONTACT CENTER BANKER Job Overview: Members of our call center and customer care teams love to solve problems and connect customers to information and services that improve their banking experience. Y...
  • 1 Day Ago

M
Experienced Contact Center Supervisor
  • MCI Careers
  • Wichita, KS FULL_TIME
  • LOCATIONWichita, KS JOB TYPEFull-Time PAY TYPESSalary Bonus SALARY$30000 - $40000 / year BENEFITS & PERKSMANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Ph...
  • 15 Days Ago

M
Contact center agent
  • MCI Careers
  • Wichita, KS FULL_TIME
  • LOCATION : Wichita, KS Wichita, KS SALARY : $11.00 - $14.00 / hour POSITION OVERVIEW : ENTRY-LEVEL CONTACT CENTER AGENT (FULL-TIME) We are looking for call center agents to support inbound and outboun...
  • 18 Days Ago

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0 Contact Center Quality Analyst jobs found in Wichita, KS area

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Customer Experience Analyst
  • KVC Health Systems, Inc.
  • Wichita, KS
  • ** Customer Experience Analyst** **Job Category****:** KVC Hospitals **Requisition Number****:** CUSTO005173 Showing 1 l...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Oncology - $2,098 per week
  • TRS Healthcare
  • Wichita, KS
  • LanceSoft is seeking a travel nurse RN Oncology for a travel nursing job in Wichita, Kansas. Job Description & Requireme...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Telemetry - $1,462 per week
  • Adventist Health
  • Wichita, KS
  • Supplemental Health Care is seeking a travel nurse RN Telemetry for a travel nursing job in Wichita, Kansas. Job Descrip...
  • 3/28/2024 12:00:00 AM

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Travel Physical Therapist - $1,657 per week
  • PRN Healthcare
  • Wichita, KS
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Wichita, Kansas. Job Description & R...
  • 3/28/2024 12:00:00 AM

A
Travel Nurse RN - Acute Care - $1,686 per week
  • Adventist Health
  • Wichita, KS
  • Supplemental Health Care is seeking a travel nurse RN Acute Care for a travel nursing job in Wichita, Kansas. Job Descri...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - PCU - Progressive Care Unit - $1,686 per week
  • Adventist Health
  • Wichita, KS
  • Supplemental Health Care is seeking a travel nurse RN PCU - Progressive Care Unit for a travel nursing job in Wichita, K...
  • 3/28/2024 12:00:00 AM

A
Travel Nurse RN - Oncology - $1,854 per week
  • Adventist Health
  • Wichita, KS
  • Supplemental Health Care is seeking a travel nurse RN Oncology for a travel nursing job in Wichita, Kansas. Job Descript...
  • 3/28/2024 12:00:00 AM

S
Programmer Analyst/Dev - Bus - Defense
  • Spirit AeroSystems
  • Wichita, KS
  • Overview: Spirit AeroSystems designs and builds aerostructures for both commercial and defense customers. With headquart...
  • 3/26/2024 12:00:00 AM

Downtown Wichita is at 37°41′20″N 97°20′10″W / 37.68889°N 97.33611°W / 37.68889; -97.33611 (37.688888, −97.336111), at an elevation of 1,299 feet (396 m). Wichita is in south-central Kansas at the junction of Interstate 35 and U.S. Route 54. Part of the Midwestern United States, it is 157 mi (253 km) north of Oklahoma City, 181 mi (291 km) southwest of Kansas City, and 439 mi (707 km) east-southeast of Denver. The city lies on the Arkansas River near the western edge of the Flint Hills in the Wellington-McPherson Lowlands region of the Great Plains. The area's topography is characterized by...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$41,864 to $58,037
Wichita, Kansas area prices
were up 1.3% from a year ago