Contact Center Quality Analyst, Sr. jobs in Texas

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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Contact Center Quality Assurance Analyst
  • U.S. LawShield
  • Webster, TX FULL_TIME
  • At U.S. LawShield our focus is on encouraging people to take proactive measures to improve their safety and self-defense abilities—and to serve those who do. We strive to create better-protected communities of responsible self-defenders who have the peace of mind to live their lives confidently. Our company was established in 2009. After initially launching in Texas as Texas LawShield®, the demand for services developed well beyond state lines. Our coverage began to expand across the United States, which is when we became U.S. LawShield.

    Today, we provide coverage in 46 states and have proudly served more than 2 million people in their self-defense journey. Ready to join our driven and talented individuals who care about protecting the rights of responsible self-defenders?

    The Quality Assurance Analyst is expected to coach and build contact center professionals to provide world-class customer service experiences to our members. This development of contact center representatives will ensure that we can provide easy and simple customer service, establishing deeply loyal relationships between our members and customers, and our business. 

    The QA Analyst engages in productive teamwork and is experienced in providing constructive feedback to team members and peers, handling varying workloads, and helping establish strong teams. In this role you will own tasks from start to finish, as well as find ways to constantly improve yourself and others. In addition, you will look for ways to improve efficiency, understand how to build a rapport with customers and team members, and are comfortable explaining our Legal Defense for Self-Defense program.

    As the primary point of review for our customer service teams, this position is responsible for helping us provide an unforgettable customer experience via inbound and outbound phone, email, chat, and social media channels.

    Apply if you have/are:

    • 1 year of experience as a Quality Assurance Analyst in a contact center environment required (2 years of experience preferred)
    • Background in contact center roles, responsibilities, and operational execution
    • Exceptional organization and time management skills
    • Ability to maintain close attention to detail and accuracy
    • Experience building rapport and offering individualized coaching tips to various personality types
    • Familiarity with contact center service and selling techniques
    • Proficient computer skills with the ability to learn new software
    • Possess a current Property and Casualty Insurance License or can attain one
    • Tracking and documentation of Community Care Center representative activities
    • Reporting on results and performance of representatives to contact center leadership
    • Coaching and development of contact center representatives to improve member and customer experience

    Day-to-Day Duties:
    • Listen to phone calls and review email, chat, and social media messaging (English) to ensure advisors are providing accurate information and building deeply loyal relationships between members and the brand
    • Provide positive, constructive coaching and feedback that strengthens the advisor’s abilities to explain products and services in both recorded and real-time environments
    • Score and review advisor performance on both relationship-building and process execution
    • Provide differentiated feedback for various advisor groups, such as retention, acquisition, and service
    • Establish and keep professional development plans and schedules
    • Coach, mentor, and train teammates
    • Inform advisors and leadership on necessary recursive training based on observations
    • Create and contribute to a climate of teamwork and mission-focused task executio
    • Demonstrate the values of U.S. LawShield
    • Perform other related duties as assigned

    Benefits:
    • Salary of $54,000 - $57,000, commensurate with experience
    • Bonus of up to 10% of annual salary paid out quarterly
    • Insurance options include medical, dental, vision, disability, and life
    • 401k available on day 1
    • PTO beginning at 15 days per year and accruing with additional tenure
    • 12 Paid Holidays
    • Complimentary U.S. LawShield membership
    • Employee Assistance Program (EAP) with travel protection, counseling, and medical bill-saver program
    • A laptop to be used for all work-related business
    • Top performers are considered for advancement opportunities
    • Yearly travel opportunities for our company-wide meetings if not based in Houston
    • Join the nation’s largest legal defense for self-defense organization
  • 1 Month Ago

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Contact Center Planning Analyst
  • Wells Fargo
  • Irving, TX FULL_TIME
  • About this role: Wells Fargo is seeking a Contact Center Planning Analyst as part of Merchant Services. The Contact Center Planning Analyst will develop, manage, and forecast accurate interval, daily,...
  • Just Posted

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Contact Center Analyst
  • ACL Digital
  • TX, TX FULL_TIME
  • Title : Genesys Business Analyst / Technical Analyst Location : Preferred : Austin, TX / Can go with a remote candidate in US as well if candidate is really strong, but preference is onsite Austin, TX...
  • 22 Days Ago

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Operations Analyst - Contact Center Technology - Remote
  • Infinity Consulting Solutions, Inc.
  • Frisco, TX FULL_TIME,CONTRACTOR
  • TITLE: Operations Analyst - Contact Center Technology Location: Remote in the U.S. Compensation Range : $25-$30/hour ICS, a Korn Ferry company, is hiring an Operations Analyst, to be part of our Healt...
  • 9 Days Ago

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Sr Quality Analyst - (79959)
  • Sanmina
  • Carrollton, TX FULL_TIME
  • Sanmina Corporation (Nasdaq: SANM) is a leading integrated manufacturing solutions provider serving the fastest-growing segments of the global Electronics Manufacturing Services (EMS) market. Recogniz...
  • 1 Day Ago

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Sr Quality Analyst - ONSITE
  • American National Insurance Company
  • League, TX FULL_TIME
  • Job DetailsJob PostingThe Life Quality Analyst Team within Life/Annuity Systems is currently seeking candidates for the position of Senior Quality Analyst for our Galveston, TX location. The successfu...
  • 7 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

Texas (/ˈtɛksəs/, locally /ˈtɛksɪz/; Spanish: Texas or Tejas Spanish pronunciation: [ˈtexas] (listen)) is the second largest state in the United States by both area and population. Geographically located in the South Central region of the country, Texas shares borders with the U.S. states of Louisiana to the east, Arkansas to the northeast, Oklahoma to the north, New Mexico to the west, and the Mexican states of Chihuahua, Coahuila, Nuevo León, and Tamaulipas to the southwest, while the Gulf of Mexico is to the southeast. Houston is the most populous city in Texas and the fourth largest in the...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$51,895 to $70,830

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