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)
ABOUT US
Kemba Credit Union is a not-for-profit organization based out of West Chester, OH. Voted top places to work for five consecutive years from 2019 to 2023! We believe that hiring the best people is at the very core of our success. At Kemba Credit Union, every single team member makes a difference, and together we make an impacting the lives of our members.
Joining our team has it's perks:
Job Responsibilities
The primary purpose of the Contact Center representative is to promptly handle telephone and/or electronic member interactions to the member service Contact Center via SMS, Chat, etc. The Contact Center representative is responsible for the delivery of excellent member service in accordance to the credit union’s member service standards. The Contact Center representative will ensure that every interaction is properly identified, and each inquiry is handled accurately with the aim of first call resolution. The Contact Center Representative is expected to educate and promote Credit Union product and services, and supports all functions within the Contact Center.
* This is a general overview of the job description for this role.
** This is an entry level position.
*** This is not a remote position.
Job Type: Full-time
Pay: $18.00 - $19.00 per hour
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Work Location: In person
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