Contact Center Quality Analyst, Sr. jobs in Ohio

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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Business Analyst - Contact Center
  • Ventures Unlimited Inc.
  • Cleveland, OH FULL_TIME
  • Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thinking.We provide advice and consulting services at strategic, policy and operational levels, concentrating on three key areas:Job DescriptionHi, Hope you are doing great.Just wanted to touch base with you regarding a Job Opening of a Business Analyst based out in Cleveland, OH for a full time position. Kindly share your updated resume along with your contact details, current location and work authorization (if interested) so that we can process your candidature and represent your candidacy for this role.  Should you be not interested in this role, kindly send me a reference of someone who you think can be a potential candidate for this role.Kindly find the JD below for your reference.Title: Business Analyst - Contact CenterLocation: Cleveland, OHDuration: Full Time PositionEmployee Status:  PermanentInterview Process: Phone and Skype HireShift: Day JobStart Date: ASAPDesired Competencies (Technical/Behavioral Competency)•    Work will be focused on delivery of a new and Enhancements for Mortgage IVR system•    Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements.  •    Document business requirements, functional/non-functional requirements, use cases and call flows.•    Define Business Solutions around IVR and Routing Requirements.•    Assist with users acceptance testing.•    Employs traceability of requirements•    Ensures sign-off and baseline of requirements•    Anticipates and actively resolves problems and issues with requirements.•    Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks.•    Strong and Clear Communication Skills •    SDLC - Agile Experience is a plus     Required Skills: •    5-6 years of  'Progressive' Business Analyst Experience•    Call Center/Routing/IVR  experience •    Strong communication Skills•    Proficient in requirements gathering documentation •    SDLC - Waterfall/Agile. Agile experience is a plus•    Understanding of Nuance VUI documentation     •    Banking or Credit Card industry experience background •    Understanding of Mortgage and Loan Process•    SDLC -AgileQualifications•    5-6 years of  'Progressive' Business Analyst Experience•    Call Center/Routing/IVR  experience•    Strong communication Skills•    Proficient in requirements gathering documentation•    SDLC - Waterfall/Agile. Agile experience is a plus•    Understanding of Nuance VUI documentation    •    Banking or Credit Card industry experience background•    Understanding of Mortgage and Loan Process•    SDLC -AgileAdditional InformationIf available please contact me for more details at 856-842-1988 ext-204
  • 15 Days Ago

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Sr. Quality Assurance Analyst
  • T. Marzetti Company
  • Columbus, OH FULL_TIME
  • Overview The position assists the QA Manager in assessing Food Safety and Quality related to all aspects of the facility and provides quality and food safety leadership to QA Lab Analysts. They serve ...
  • 22 Days Ago

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Sr. Data Quality Analyst
  • McKesson Corporation
  • Columbus, OH FULL_TIME
  • About The TeamCoverMyMeds is a leading healthcare organization committed to the ethical and responsible use of data. We pride ourselves on ensuring that we utilize data in accordance with data protect...
  • Just Posted

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Quality Assurance Analyst Sr
  • Randstad Digital
  • Cleveland, OH FULL_TIME
  • Job Detailsjob summary:For this contractor assignment, seeking two senior level Quality Assurance Analysts with broad knowledge of testing methodologies, tools, processes, etc. These individuals will ...
  • 8 Days Ago

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Call Center Quality Analyst
  • RDI Corporation
  • Blue, OH FULL_TIME
  • RDI Corporation is a world class outsourcer providing call center, market research, administrative, IT and creative services to a broad mix of companies, including Fortune 500 partners. At RDI, we bel...
  • 3 Days Ago

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Call Center Quality Analyst
  • RDI Corporation
  • OH, OH FULL_TIME
  • RDI Corporation is a world class outsourcer providing call center, market research, administrative, IT and creative services to a broad mix of companies, including Fortune 500 partners. At RDI, we bel...
  • 1 Month 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

Ohio /oʊˈhaɪoʊ/ (listen) is a Midwestern state in the Great Lakes region of the United States. Of the fifty states, it is the 34th largest by area, the seventh most populous, and the tenth most densely populated. The state's capital and largest city is Columbus. The state takes its name from the Ohio River, whose name in turn originated from the Seneca word ohiːyo', meaning "good river", "great river" or "large creek". Partitioned from the Northwest Territory, Ohio was the 17th state admitted to the Union on March 1, 1803, and the first under the Northwest Ordinance. Ohio is historically know...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$51,778 to $70,669

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