Contact Center Quality Analyst, Sr. jobs in Cheyenne, WY
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)
Recently Added Contact Center Quality Analyst, Sr. jobs
Business Analyst
- Contact Government Services, LLC
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Cheyenne, WY
FULL_TIME
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Business AnalystEmployment Type: Full-Time, ExperiencedDepartment: 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 - 24 Days Ago
Contact Center Agent
- Blue Federal Credit Union
-
Cheyenne, WY
FULL_TIME
- At Blue, we discover pathways to realize your possibilities. Our Contact Center Agent is responsible for leading and directing efforts to build and strengthen relationships with current members and pr...
- 20 Days Ago
Member Service Specialist - Contact Center
- WYHY Federal Credit
-
Cheyenne, WY
FULL_TIME
- A Member Service Specialist is the face of WyHy - helping members through a variety of channels, including drive-through, phone, text and chat to process their transactions. At WyHy we truly value the...
- Just Posted
Member Service Advisor - Contact Center
- WYHY Federal Credit
-
Cheyenne, WY
FULL_TIME
- A Member Service Advisor is a combination of a traditional Member Service Representative and a Loan Officer. WyHy is a Member-Owned Financial Cooperative dedicated to helping our members achieve finan...
- 3 Days Ago
Contact Center Associate - Authorizations Agent - 100% Remote
- Frontdoor
-
Cheyenne, WY
OTHER
- Overview Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in provid...
- 5 Days Ago
Billing Supervisor
- Contact Government Services, LLC
-
Cheyenne, WY
FULL_TIME
- Billing Supervisor Employment Type: Full-Time, Mid-Level Department: Financial CGS is seeking a Billing Specialist to join our team supporting our mission. This position will entail a wide range of du...
- 24 Days Ago
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0 Contact Center Quality Analyst, Sr. jobs found in Cheyenne, WY area
Senior Client Relations Administrator (Remote)
- Broadridge Financial Solutions
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Cheyenne, WY
- At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate...
- 4/19/2024 12:00:00 AM
Customer Service Representative
- Walmart
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Cheyenne, WY
- **Job Title: Customer Service Representative (Walmart)** **Job Summary:** As a Customer Service Representative at Walmar...
- 4/19/2024 12:00:00 AM
Greeter
- Walmart
-
Cheyenne, WY
- **Job Summary:** As a Greeter at Walmart, you will be the first point of contact for customers as they enter the store. ...
- 4/19/2024 12:00:00 AM
Sales and Service Specialist
- Bridgestone Americas
-
Cheyenne, WY
- **Company Overview** Bridgestone Retail Operations (BSRO) is part of Bridgestone Americas and employs over 22,000 teamma...
- 4/19/2024 12:00:00 AM
Customer Service Representative - Work From Home>
- Healthon
-
Cheyenne, WY
- [Customer Support / Fully Remote] - Anywhere in U.S. / Up to $25 per hour / Both PT & FT Available - As a Customer Servi...
- 4/19/2024 12:00:00 AM
WY Customer Relations Specialist- Front Desk
- Ymcabv
-
Cheyenne, WY
- The Cheyenne Family YMCA is seeking smilers, skilled chatters, and expert joy providers. We are in need of customer serv...
- 4/19/2024 12:00:00 AM
Customer Support Specialist - Work From Home>
- Topstep
-
Cheyenne, WY
- [Customer Service / Remote] - Anywhere in U.S. / Competitive salary & bonuses / Medical, dental & vision / 401k match / ...
- 4/18/2024 12:00:00 AM
FT Customer Support Advocate - Work From Home>
- Brightwheel
-
Cheyenne, WY
- [Customer Service / Remote] - Anywhere in U.S. / $21.64 per hour / Medical, dental, and vision / PTO - As a Customer Sup...
- 4/18/2024 12:00:00 AM
About Cheyenne, Wyoming
Cheyenne (/ʃaɪˈæn/ shy-AN or /ʃaɪˈɛn/) is the capital and most populous city of the U.S. state of Wyoming and the county seat of Laramie County. It is the principal city of the Cheyenne, Wyoming, Metropolitan Statistical Area which encompasses all of Laramie County. The population was 59,466 at the 2010 census. Cheyenne is the northern terminus of the extensive and fast-growing Front Range Urban Corridor that stretches from Cheyenne to Pueblo, Colorado which has a population of 4,333,742 according to the 2010 United States Census. Cheyenne is situated on Crow Creek and Dry Creek. The Cheyenne,...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$49,712 to $67,845
Cheyenne, Wyoming area prices
were up 2.3% from a year ago
were up 2.3% from a year ago
What does a Contact Center Quality Analyst, Sr. do?
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