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
SANFORD headquartered in Stafford, VA., is a Service-Disabled VeteranOwned Small Business that provides federal professional services, primarily engaged in providing advanced information technology, cyber security, management systems support, as well as business and infrastructure management services.
We are among the most innovative, respected, and ethical providers of technology solutions to the United States government. Our mission is to provide superior-quality, innovative, information technology solutions that help federal agencies best aid, serve, and protect the American people.
Why Collaborate with Sanford Federal, Inc.?
You can take pride in working with a company dedicated to serving our government by providing the best, most cost-effective solutions for the US
Government. Our work helps the US Government secure our nation, support the efforts of our military and intelligence communities, and provide lifesaving medical services to our soldiers, vets, and their families.
Position Title: Contact Center Manager
Qualifications: must have, at minimum, a bachelor’s degree.
Experience:
Responsibilities: The Contact Center Manager is a key individual responsible for managing NFIP Direct's Contact Center, overseeing its day-to-day operations, and developing operational strategies to enhance efficiency and customer satisfaction.
Key Responsibilities:
Qualities and Skills:
Education:
This position offers a rewarding opportunity for an experienced Contact Center Manager to lead and shape the success of NFIP Direct's Contact Center. If you meet the qualifications and have a passion for customer service excellence, we encourage you to apply and be a key contributor to our contact center operations.
Job Types: Full-time, Part-time
Experience:
Ability to Commute:
Ability to Relocate:
Work Location: In person