Contact Center Quality Analyst, Sr. jobs in New Hampshire

Are you motivated to make a difference in the lives of children? Do you have the skills and dedication to join our team at the Boys & Girls Club? If you're looking to find fulfilling, meaningful work and the chance to make a positive impact on the lives of children and families look no further.

The Boys & Girls Clubs of Central and Northern NH is looking to hire a Club Contact Center Associate! This is a part-time position, hours are between 1 pm and 5 pm. The Club Contact Center Associate will have the primary responsibility of answering our central phone line. This will include forwarding calls to the appropriate staff members and answering questions regarding the Club services, in support of the Boys & Girls Clubs of Central and Northern New Hampshire staff, members, their families, and the community at large. In addition, this person will assist the membership staff in application processing and file maintenance.

Key duties include:

• Answers phone calls promptly and redirects phone requests to the appropriate party.
• Provides detailed descriptions of Boys & Girls Club member applications, services, facility features, hours of operations, etc.
• Handles caller's questions and concerns professionally and courteously.
• Assists in filing all required paperwork into proper member files.
• Assists in ensuring that all membership files are complete and current.
• Ensures that all membership data is correctly entered into the member database by comparing submitted documents to the database.
• Any discrepancies are reported to the Member Database Specialist and confirmed once corrected.
• May assist in ensuring that all site and staff childcare licensing paperwork per the NH Childcare Licensing Bureau is properly documented and filed (i.e. H&P, Professional Development, etc.).
• Maintains a clean; safe, fully stocked, and well-organized work area.
• Must be able to work without direct supervision and remain at assigned posts for extended periods.
• Understand all privacy protection procedures completely and ensure that they are followed appropriately.
• Maintains a positive attitude and contributes toward a quality work environment.
• May assist in all areas of the club operation as requested.
• Participates in administrative staff meetings and training when requested.
• Keeps all confidential information in a safe and locked place.
• Other duties as assigned. 

• High School degree or equivalent experience preferred.
• Must be detail-oriented and have the ability to multitask.
• Must have a pleasant telephone manner.
• Ability to be efficient and productive in a fast-paced environment.
• Ability to work under pressure.
• Must enjoy working with people, have enthusiasm, and possess excellent customer service skills.
• Must possess basic computer skills, including but not limited to Microsoft Office Suite.
• Excellent communication, listening, and computer skills.
• Must be a team player.
• Must be willing to travel between locations when requested. (Only occasional travel may be required.)

ADDITIONAL EXPECTATIONS:

• All of the candidates who are offered a job with the Boys & Girls Clubs of Central and Northern New Hampshire will have to submit for an FBI fingerprint background check and submit to a background check through the State of NH Criminal Records Dept. and FirstAdvantage. Note: The State of NH Childcare Licensing Bureau may prohibit you from being employed by the Boys & Girls Clubs of Central and Northern New Hampshire should there be a disqualifying finding on your criminal record. In addition, even if the State of NH reviews your records and allows you to work at the Club, we still reserve the right to determine your employment status.
• This organization has a zero-tolerance policy for abuse and will not tolerate mistreatment or abuse in its programs. Any mistreatment or abuse by an employee will result in disciplinary action, up to and including termination of employment and cooperation with law enforcement.

Please visit our website at www.nhyouth.org to learn more about the organization.

This is a part-time, non-exempt hourly position which does not offer benefits.

The information presented indicates the general nature and level of work expected of employees in this classification. It is not designed to contain, nor to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job.

This job description is subject to change at the discretion of the Executive Director, Board, or organizational needs.