Contact Center Quality Analyst, Sr. jobs in Manhattan, KS

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

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Customer Contact Center Rep (Full-Time)
  • Central National Bank
  • Topeka, KS FULL_TIME
  • Position Description:

    Cashiers, customer service reps, and customer service enthusiasts alike, we have a great opportunity for you! Central National Bank is adding a Customer Contact Center Representative to our team. No banking experience required!


    You read that right. Our team members have successfully transitioned from non-banking roles such as -
    Cashiering and other retail roles;
    Teaching;
    CNAs;
    Administrative and office workers;
    And more!
    They found success in this role and now its your turn! With an attention to detail, knack for problem solving, and friendly customer service attitude, you may have the skills needed. We provide you with the training and tools for the rest.

    Perks
    As a full-time team member, you get access to a variety of benefits which include:
    Paid leave including vacation, personal, sick
    Paid holidays
    Paid volunteer time
    A wide selection of insurance products including health, dental, vision, cancer, short-time disability, long term disability, etc.
    Access to our employee assistance program
    401K & Generous Match (subject to eligibility requirements)

    Schedule:
    Contact Center operates Mon-Fri 8 AM - 7 PM, Sat 8 AM - 4 PM, and Sun 11 AM - 3 PM. Schedule will vary with weekends scheduled on a rotating basis for a total of 40 hours weekly.

    Day to Day
    Serve as the Bank's primary Contact Centers Representative and utilize effective oral, video transaction and sales techniques such as asking open-ended questions, demonstrating enhanced listening and comprehension skills and a capacity to keep the customer positively engaged while concluding their ITM and/or Call Center personal/business transaction(s).
    Maintain advanced bank product/program knowledge to support transactional and cross-sell opportunities and to appropriately apply bank policies and procedures, which include:
    Recognizing and utilizing the necessary security protocol to properly identify the customers and their financial needs remotely via the video system, the call center and/or assigned on-line banking
    Applying standard operating procedures as it pertains to account flags such as holds; delinquent loans and screen messaging; an ability to recognize unusual account activity; an understanding of reporting procedures; and a comprehensive understanding of check hold processes and procedures
    Remotely and proficiently processing cash/check transactions including deposits, withdrawals, loan payments, onus checks, and transfers from one account to another and an ability to cross-sell and/or refer customer inquiries to another division professionally and appropriately.
    Daily balancing an electronic cash drawer throughout the day and at shift's end.
    Performing financial transactions in an efficient and precise manner.
    Meeting/supporting team and bank assigned goals.
    Utilizing the system software proficiently and accurately.
    Demonstrating a work-place attitude supportive of the Bank's Service Level Standards and Central National Bank's values which includes working with other bank divisions/departments to ensure the workflow and/or process is providing the best and most accurate service to the customer.
    Other activities as assigned by management

    Next Steps
    Central has the perfect start for you! Head on over to centralnational.com/careers and complete a quick application. If your qualifications match up, a member of our HR team will be in touch with you to discuss the next steps.

    EOE M/F/D/V

  • 1 Month Ago
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Sr. IT Governance Analyst
  • System One
  • Topeka, KS OTHER
  • Role: At a senior level of proficiency, this position will provide compliance and risk management support to all levels of management. Identify and implement process and control changes, along with ad...
  • 20 Days Ago
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Quality Assurance Analyst
  • Kansas Department of Revenue
  • Topeka, KS FULL_TIME
  • Kansas Department of Revenue - Quality Assurance AnalystFull-Time/Benefits Eligible - M-F 8:00 AM - 5:00 PM Hourly Pay: $20.13 Apply Here: http://jobs.ks.gov/ - (212281) Position Summary: This positio...
  • 26 Days Ago
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Sr. GIS Analyst (Part-time)
  • WSP USA
  • Topeka, KS PART_TIME
  • Our Business We are a global leader in environmental consulting - made stronger with the recent acquisition of Wood’s Environment & Infrastructure business and Golder - with world-class expertise in e...
  • 13 Days Ago
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Sr. Computer Network System Analyst
  • Valiant Integrated Services
  • Fort Riley, KS FULL_TIME
  • SecretRegularWe are pipelining candidates for a future role. ***Contingent upon Contract Award*** Valiant is seeking a Sr. Computer Network System Analyst for W-TRS. Potential locations could include:...
  • 1 Month Ago
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Repair Tech
  • Quality Structures
  • Richmond, KS FULL_TIME
  • The position is responsible for installing, repairing or replacing of materials on current and former buildings. Must enjoy working with others, have patience, a neat appearance, and the ability to co...
  • 1 Month Ago
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0 Contact Center Quality Analyst, Sr. jobs found in Manhattan, KS area

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Store Customer Service Specialist
  • Sherwin-Williams
  • Manhattan, KS
  • This PART-TIME position is essential to the success of our retail stores. Customer Service Specialists work closely with...
  • 4/23/2024 12:00:00 AM
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FT Customer Support Advocate - Work From Home>
  • Brightwheel
  • Manhattan, KS
  • [Customer Service / Remote] - Anywhere in U.S. / $21.64 per hour / Medical, dental, and vision / PTO - As a Customer Sup...
  • 4/23/2024 12:00:00 AM
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Patient Service Representative II
  • Silver Cross Hospital
  • Manhattan, KS
  • Silver Cross Hospital is an extraordinary place to work. We're known for our culture of excellence and delivery of unriv...
  • 4/23/2024 12:00:00 AM
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Gaming Attendant
  • Pegasus Leisure Group
  • Manhattan, KS
  • **Gaming Attendant** PLG currently operates a diverse portfolio of 13 venues which offer a range of hospitality options ...
  • 4/23/2024 12:00:00 AM
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Service Tech
  • Little Apple Toyota Honda
  • Manhattan, KS
  • Job Title: ASE Certified Automotive Technician - Little Apple Toyota Honda Job Description: Little Apple Toyota Honda is...
  • 4/22/2024 12:00:00 AM
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Agronomic Service Representative
  • Syngenta Group
  • Manhattan, KS
  • Company DescriptionAs a world market leader in crop protection, we help farmers to counter these threats and ensure enou...
  • 4/22/2024 12:00:00 AM
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PT Work From Home - CPC Processor I Customer Support>
  • Datavant
  • Manhattan, KS
  • [Call Center / Fully Remote] - Anywhere in U.S. / Competitive pay / Benefits / Equipment provided - As a CPC Processor I...
  • 4/22/2024 12:00:00 AM
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Customer Service Representative - Work from Home - Manhattan, KS
  • Anomaly Squared
  • Manhattan, KS
  • Anomaly Squared is growing again and if you're looking to join a fun, laid back environment that provides opportunities ...
  • 4/19/2024 12:00:00 AM
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About Manhattan, Kansas

Manhattan is a city in northeastern Kansas in the United States at the junction of the Kansas River and Big Blue River. It is the county seat of Riley County, although it extends into Pottawatomie County. As of the 2010 census, the city population was 52,281. The city was founded by settlers from the New England Emigrant Aid Company as a Free-State town in the 1850s, during the Bleeding Kansas era. Nicknamed "The Little Apple" as a play on New York City's "Big Apple", Manhattan is best known as the home of Kansas State University and has a distinct college town atmosphere. Fort Riley, a United...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$48,441 to $66,111
Manhattan, Kansas area prices
were up 1.3% from a year ago
View detail

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