Contact Center Quality Analyst, Sr. jobs in Nebraska

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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ANALYST, CONTACT CENTER INFORMATION TECHNOLOGY
  • Global Property and Guest Services Hub - Omaha
  • Omaha, NE FULL_TIME
  • Summary

    Where technology meets care. Grow with Hyatt.

    This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

    The Contact Center Information Technology Analyst’s role is to participate in the planning, installation, maintenance, management, and coordination of the Hyatt Contact Center Information Technology Environment. This includes actively resolving escalated end user help requests within acceptable time frames, vendor management, and proposing and performing changes to reduce incidents and stabilize the environment. Create documentation, training manuals and contributing to overall process improvement.

    The Contact Center Information Technology Analyst will also act as a backup and mentor to the Contact Center Information Technology Specialist.

    Position Responsibilities:

    • Participate in the day to day support of Nice in Contact CXOne environment and other integrated applications.
    • Provide 24 x 7 support for all Contact Center Information Technology infrastructure in the Omaha and Marion facilities. Participation in on-call rotation. Communicate system issues/deficiencies to the Contact Center Information Technology Support Manager and/or Contact Center Information Technology Senior Manager for analysis and correction.
    • Perform Tech Checks for new hire colleague classes as per the monthly class schedule. This will be variable and dependent on the number of classes offered at any given time.
    • Backup to Contact Center Information Technology Specialist for issues, colleague tickets/requests, training classes, and move-add-change activities.
    • Works under guidance of the Contact Center Information Technology Support Manager to solve technology related issues and escalates as needed.
    • With mentorship from the Senior Managers of the team, participates in adhoc training of technical CXOne configuration activities. Includes interaction routing strategies, Work Force Intelligence rules (WFI), user and skill updates, ACD settings, etc.
    • Tertiary support of other communication systems including Zoom, Gladly, KANA, etc.
    • Participate in the monthly/quarterly audit review process including preparing reports and contacting users regarding the status of their system access.
    • Creation of user accounts across the various communication channel systems (telephone accounts, email routing, chat, and Omni-channel platforms).
    • Provide excellent customer service to the end user community for all Contact Center Information Technology related issues including hardware/software troubleshooting, call routing administration, maintenance, and support.
    • Contribute to the documentation of Contact Center Information Technology systems and processes.
    • Demonstrate a commitment to Hyatt core values.

    Qualifications

    Experience:

    • Experience working in a technology-support role highly desired.
    • 2 years experience of Telephone System Administration of End-User Technical Support experience in a mid/large sized environment spanning multiple sites desired.
    • Administration experience in CXOne, Email routing (KANA), Call Recording Systems and other contact center solution provider software desired.
    • Previous experience configuring Contact Center Information Technology system components including hardware, wiring, call routing preventative maintenance preferred.

    Education:

    • Associate Degree in Computer Science, MIS or related field beneficial.
    • CXOne or Cisco telecommunications certificates preferred.

    Computer Skills Needed:

    • Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Access, and Office365) preferred.
    • Working knowledge of managing a telephony infrastructure preferred.

    Additional Comments and Requirements:

    • Strong communication and customer service skills.
    • Strong technical problem solving skills.

    Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

  • 11 Days Ago

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Data Quality Analyst
  • University of Nebraska Medical Center
  • Omaha, NE FULL_TIME
  • Department Eppley Inst Administration 50001825 Business Unit Eppley Institute Reg-Temp Full-Time Regular Work Schedule TBD, 8:00AM - 4:30PM Remote/Telecommuting Hybrid (part-time working on site, part...
  • 2 Days Ago

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FOIA Analyst
  • Contact Government Services, LLC
  • Lincoln, NE FULL_TIME
  • FOIA Analyst Employment Type: Full Time, Mid-Level Department: Information Technology CGS is seeking a FOIA Consultant to join our team supporting the legal mission of a large federal agency. This pos...
  • 2 Days Ago

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Relativity Archiving Analyst
  • Contact Government Services, LLC
  • Lincoln, NE FULL_TIME
  • Relativity Archiving Analyst Employment Type: Full-Time, Experienced Department: Information Technology CGS is seeking a Relativity Archiving Analyst, who will be responsible for vetting Relativity wo...
  • 2 Days Ago

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Contact Center Representative (bilingual)
  • Centris Brand
  • Omaha, NE FULL_TIME
  • Contact Center Representative (Bilingual) Location: 114th & Dodge Pay Rate: $18.70 - $20.00 per hour based upon prior experience. Hours: Monday through Friday 9:30 AM to 6:00 PM and rotating Saturday'...
  • 13 Days Ago

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Contact Center Technical/Customer Care Support Specialist Contact Center
  • Complete Call Solutions
  • Omaha, NE FULL_TIME
  • Complete Call Solutions is looking for Client Service Specialist to be part of our team. Ideal candidates thrive in a challenging but rewarding customer focused environment, are tech savvy and have ex...
  • 8 Days Ago

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Technical Support Technician
  • Connect Search, LLC
  • Milwaukee, WI
  • Technical Support Technician Direct Hire Technical Support Technician opportunity with one of my clients based out of th...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Andover, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Amherst, MA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Senior Financial Analyst
  • Calabrio, Inc.
  • Minneapolis, MN
  • Calabrio, a leading customer experience intelligence company, is seeking a highly skilled and motivated Senior Financial...
  • 3/28/2024 12:00:00 AM

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UKG Associate Programmer Analyst – Universal Epic Universe
  • Universal Orlando
  • Orlando, FL
  • Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybr...
  • 3/28/2024 12:00:00 AM

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Research Analyst
  • First Trust Capital Management L.P.
  • Chicago, IL
  • Summary The Research Analyst role at First Trust Alternative Investment Research (“FT AIR”) is focused on supporting all...
  • 3/28/2024 12:00:00 AM

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Sales Internship Program
  • ALKU
  • Harrisonburg, VA
  • This is an On-Site position Summer 2024 - June 3, 2024 ALKU is looking for dynamic, motivated individuals to join the AL...
  • 3/28/2024 12:00:00 AM

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Business Development Analyst
  • Makse Group
  • Denver, CO
  • Job Overview: As a Business Development Analyst, you will play a vital role in our company's growth by generating a robu...
  • 3/28/2024 12:00:00 AM

The state is bordered by South Dakota to the north; Iowa to the east and Missouri to the southeast, across the Missouri River; Kansas to the south; Colorado to the southwest; and Wyoming to the west. The state has 93 counties and is split between two time zones, with the state's eastern half observing Central Time and the western half observing Mountain Time. Three rivers cross the state from west to east. The Platte River, formed by the confluence of the North Platte and the South Platte, runs through the state's central portion, the Niobrara River flows through the northern part, and the Rep...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$49,535 to $67,609

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