Contact Center Quality Analyst, Sr. jobs in Bloomington, IN

Contact Center Quality Analyst, Sr. 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, Sr. provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst, Sr. may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Quality Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)

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Business Analyst
  • Contact Government Services, LLC
  • Bloomington, IN FULL_TIME
  • Business Analyst

    Employment Type: Full-Time, Experienced

    Department: Information Technology


    CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business operations and Content Strategy for CGS, you will partner with internal business owners and external partners to understand new business opportunities and define functional requirements.  


    CGS brings motivated, highly skilled, and creative people together to solve the government’s most dynamic problems with cutting-edge technology. To carry out our mission, we are seeking candidates who are excited to contribute to government innovation, appreciate collaboration, and can anticipate the needs of others. Here at CGS, we offer an environment in which our employees feel supported, and we encourage professional growth through various learning opportunities.

     

    Skills and attributes for success:

    - Support the development of briefings, agendas, and other general documentation support as directed, including training material and demonstration sessions for new and existing technologies to various stakeholders.

    - Document and analyze business and functional requirements so that they may be accurately translated into process maps and technical system requirements

    - Develop comprehensive documentation that meets organizational standards, to include but not limited to basic system architectural diagrams/wireframes, concepts of operations, monthly status reports

    - Create high-level briefings and communications materials for customers, management, and executive stakeholders

    - Work with the government and team members to identify, recommend, and implement opportunities for service delivery improvement and new technology implementation

    - Evaluate program materials and develop innovative approaches for improvement

    - Independently gather information from subject matter experts to develop, organize, and write procedure manuals, technical specifications, and process documentation

    - Develop and implement a deep understanding of Microsoft and Atlassian products and services (Teams, SharePoint, Visio, Jira, Confluence) to translate complex product information into simple, polished, and engaging content

    - Research, outline, write, and edit new and existing content, working closely with various team members to understand project requirements

    - Develop content in various media forms for maximum usability, with a consistent and cohesive voice across all documentation

    - Perform risk management, including identifying, prioritizing, and mitigating risks, and communicating and escalating risks and issues

    - Support a continuous improvement process by providing recommendations on improving products, services, and processes.

    - Manage client interaction and expectations regarding team efforts

    - Identify and coordinate cross-team dependencies and collaboration

    - Continually seek opportunities to increase customer satisfaction, develop and deepen long-lasting client relationships


    Qualifications:

    - Must be a U.S. Citizen

    - Bachelor's Degree (Computer Science, or engineering)

    - Must be able to successfully complete a stringent Background Investigation and obtain required Government Security clearance

    - 7 years of experience in business analysis, systems analysis, and/or design of information systems programs and related business processes

    - Experience working with phase-based and Agile delivery methods

    - Experience with Jira or other Agile tools

    - Ability to clearly communicate technical concepts to both technical and non-technical users.

    - Must be able to work well both in a team environment and independently.

    - Must possess exceptional attention to detail

    - Excellent interpersonal and communication skills

    - Familiarity with government projects and policy/procedures teams

    - Demonstrates ability to interact comfortably with Senior Leadership and/or Government Executives and staff on a day-to-day basis

    - Experience in managing client requirements and small teams

    - Excellent analytical skills and business presentation skills


    Ideally, you will also have:

    - Experience supporting DHS HQ or other US Federal Agencies   

    - Experience tracking and reporting project or program delivery progress and  budget execution

    - Experience developing project briefs and reports for non-technical audiences 

    - Knowledge of the federal acquisition lifecycle

    - Familiarity with Business Intelligence and Data Analytics

    - Project Management, Agile, and/or Cyber Certifications (PMP / ACP / CSM / SAFe / CISM)


    Our Commitment:

    Contact Government Services (CGS) strives to simplify and enhance government bureaucracy through the optimization of human, technical, and financial resources. We combine cutting-edge technology with world-class personnel to deliver customized solutions that fit our client’s specific needs. We are committed to solving the most challenging and dynamic problems.


    For the past seven years, we’ve been growing our government contracting portfolio, and along the way, we’ve created valuable partnerships by demonstrating a commitment to honesty, professionalism, and quality work.


    Here at CGS we value honesty through hard work and self-awareness, professionalism in all we do, and to deliver the best quality to our consumers mending those relations for years to come.


    We care about our employees. Therefore, we offer a comprehensive benefits package.

    - Health, Dental, and Vision

    - Life Insurance

    - 401k

    - Flexible Spending Account (Health, Dependent Care, and Commuter)

    - Paid Time Off and Observance of State/Federal Holidays


    Contact Government Services, LLC is an Equal Opportunity Employer. Applicants will be considered without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


    Join our team and become part of government innovation!

    Explore additional job opportunities with CGS on our Job Board:

    https://cgsfederal.com/join-our-team/

    For more information about CGS please visit: https://www.cgsfederal.com or contact:

    Email: info@cgsfederal.com


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  • 3 Days Ago

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Contact Center Representative I
  • Centra Credit Union
  • Columbus, IN FULL_TIME
  • Thank you for your interest in a career with Centra. A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members’ financial lives and our commun...
  • 26 Days Ago

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Contact center representative
  • Centra Credit Union
  • Columbus, IN FULL_TIME
  • Thank you for your interest in a career with Centra. A career at Centra Credit Union is more than a job; it is an opportunity to make a meaningful impact in our Members’ financial lives and our commun...
  • 26 Days Ago

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Bilingual (Spanish/English) Inbound Contact Center Specialist (onsite)
  • IU Credit Union
  • Bloomington, IN FULL_TIME
  • Not your typical financial institution, IU Credit Union blends leading-edge business practices with a family atmosphere. We take pride in our Best Places to Work in Indiana and Best Places to Work in ...
  • 1 Month Ago

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GTM Sales Commissions Sr. Analyst
  • Addepar
  • Edinburgh, IN FULL_TIME
  • The Role We are seeking a highly motivated and meticulous Sales Commissions Sr. Analyst to join our dynamic Strategy & Operations team! The Sales Commissions Sr. Analyst will play a critical role in e...
  • 1 Month Ago

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Quality Inspector
  • Stratosphere Quality
  • COLUMBUS, IN FULL_TIME
  • Summary of Responsibilities Join the Stratosphere Quality Team! Stratosphere Quality cultivates a positive organizational work environment, where employees are compelled to perform their best. Our tea...
  • 17 Days Ago

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0 Contact Center Quality Analyst, Sr. jobs found in Bloomington, IN area

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Junior Level MERN Stack Developer (Remote)
  • SynergisticIT
  • West Newton, IN
  • SYNERGISTICIT is aware that the Job Market is Challenging due to almost 300,000 Tech Layoffs within the past year due to...
  • 3/29/2024 12:00:00 AM

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Management Analyst II
  • Bowhead / UIC Technical Services
  • Crane, IN
  • Overview MANAGEMENT ANALYST II (2023-19675) Bowhead seeks a Management Analyst to join our team in supporting the Naval ...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,798 per week
  • Adventist Health
  • Mooresville, IN
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Mooresville, Indiana. Job Des...
  • 3/28/2024 12:00:00 AM

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Financial Analyst
  • Banner Quality Management Inc
  • Crane, IN
  • Job Description Job Description Banner Quality Management Inc. (BQMI) is searching for a Financial Analyst to support th...
  • 3/28/2024 12:00:00 AM

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Equity Research Associate - Semiconductors
  • Sophe
  • Bloomington, IN
  • - Equity Research Associate - Semiconductors **Equity Research Associate - Semiconductors** BMO Harris Bank San Francisc...
  • 3/27/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,184 per week
  • Adventist Health
  • Bloomington, IN
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Bloomington, Indiana. Job ...
  • 3/27/2024 12:00:00 AM

Bloomington is a city in and the county seat of Monroe County in the southern region of the U.S. state of Indiana. It is the seventh-largest city in Indiana and the fourth-largest outside the Indianapolis metropolitan area. According to the Monroe County History Center, Bloomington is known as the "Gateway to Scenic Southern Indiana." The city was established in 1818 by a group of settlers from Kentucky, Tennessee, the Carolinas, and Virginia who were so impressed with "a haven of blooms" that they called it Bloomington. The population was 80,405 at the 2010 census. The city's population was ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$48,629 to $66,372
Bloomington, Indiana area prices
were up 1.3% from a year ago

Contact Center Quality Analyst, Sr. in Yakima, WA
They also assist in developing, creating, and implementing quality processes and procedures; making recommendations for enhancements to training materials; and identifying opportunities for process and procedure changes to improve customer experience.
January 08, 2020