Contact Center Quality Analyst, Sr. jobs in Warwick, RI

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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Supervisor Quality Contact Center-Enterprise
  • Rhode Island Blood Center
  • Providence, RI FULL_TIME
  • Overview

    In 1979, the Rhode Island Blood Center was established by the hospitals in Rhode Island as a private, not for profit agency to collect, test, and distribute blood products. Today, the Rhode Blood Center is a division of New York Blood Center and is among the nation's premium providers of blood products and services and an integral part of the Rhode Island community's health care system. As of December 2018, the Rhode Island Blood Center employs approximately 320 full- and part-time employees. Our employees are committed to the Blood Center's mission of providing a safe and adequate blood for patients within our community. We seek individuals who are caring and compassionate, who take pride in their work, and are looking for a rewarding experience. At the Rhode Island Blood Center, you not only have a job but also the opportunity to make a difference.

     

    For more information about a career with us, please watch the video below:

    “Career in Blood” video

    Responsibilities

    The Quality Supervisor for the Call Center is responsible for ensuring the delivery of high-quality services and adherence to established standards within the blood donation call center. The Quality Supervisor is tasked with monitoring call interactions, conducting evaluations, providing constructive feedback, and implementing programs to enhance the performance of call center agents.

    Responsibilities:

    • Implement and maintain quality assurance programs to evaluate call interactions, ensuring compliance with standard operating procedures and donor acquisition guidelines.
    • Monitor call center agents' performance through call recordings, live call monitoring, and other evaluation methods.
    • Conduct regular coaching sessions with call center supervisors and agents to provide feedback on their performance, offering guidance for improvement, and recognizing exemplary work.
    • Collaborate with the training department to develop and deliver ongoing training programs aimed at enhancing the knowledge and skills of call center agents.
    • Analyze call center data and performance metrics to identify trends, opportunities for improvement, and areas of excellence.
    • Implement corrective action plans as needed to address performance gaps and ensure adherence to established quality standards.
    • Work closely with the contact center's management team to communicate performance updates, challenges, and proposed solutions.
    • Participate in regular meetings and provide input on strategies to improve donor recruitment and retention efforts.
    • Foster a positive and motivational work environment that encourages teamwork, open communication, and a commitment to achieving goals.
    • Maintain up-to-date knowledge of blood donation protocols, industry regulations, and best practices to ensure compliance and continuous improvement.
    • Handle escalated donor inquiries or complaints and address them with empathy and professionalism.
    • Collaborate with the IT department to address any technical issues related to call center systems or software.
    • Ensure the call center operates efficiently, meeting service level agreements and donor satisfaction

    Qualifications

    Education:

    Bachelor’s degree in business administration, Education, Training, Communications, or a related field

     

    Experience  

    4 years of proven experience in a call center couple with at least 1 year in a supervisory or lead role, preferably in blood donation or healthcare services.

     

    Knowledge:

    Working knowledge of state and federal regulations

    Working knowledge of Donor Management Systems

    Working knowledge of training systems

    Strong understanding of call center operations and best practices.

    Knowledge of blood donation regulations and industry standards is an advantage.

    Strong knowledge of quality assurance principles and call center metrics.

    Proficient in Microsoft Office

     

    Travel:

    Up to 15%

     

    Skills & Abilities:

    Cultural competency and the ability to communicate effectively in a culturally sensitive manner with both individuals and groups from diverse backgrounds.

    Ability to lead and achieve business goals consistently.

    Ability to analyze problems and implement solutions appropriately is required.

    Ability to work in a team environment.

    Excellent coaching, mentoring, and leadership skills.        

    Effective verbal and written communication skills, including training, presentation and negotiating skills are required.

    Strong organizational and problem-solving skills, and the ability to work independently and under pressure are required.

     

    This role requires an on-site presence at any of these NYBCe locations three days per week: New York, NY; Newark, DE; Providence, RI; Kansas City, MO ;St Paul, MN. 

     

    The proposed hiring rate for Supervisor Quality Contact Center position is $64,620.00/year.  Offers made to an individual candidate will depend on a variety of factors, including experience, skills, and job-related education.

  • 19 Days Ago

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Contact center analyst
  • Kforce
  • East Providence, RI FULL_TIME
  • Kforce has a client that is seeking a Contact Center Analyst in East Providence, RI.Summary : The primary function of the Contact Center Analyst will be to triage incidents, escalate system issues, ma...
  • 23 Days Ago

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Contact Center Sr Chat Specialist
  • Citizens Bank
  • Johnston, RI FULL_TIME
  • Contact Center Sr Chat Specialist Customer Service and Call Center Johnston, Rhode Island; Pittsburgh, Pennsylvania 1 hour ago
  • Just Posted

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Contact center
  • Veterans Sourcing Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • C&L Group
  • Johnston, RI FULL_TIME
  • Job Title : Call Center Representative Pay Rate : $20.00 Per Hour Location : Johnston RI, 02919 - HYBRID schedule following training Duration : 6 months - temp to hire - hire is based on performance S...
  • 1 Month Ago

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Contact center
  • Axelon Services Corporation
  • Johnston, RI FULL_TIME
  • Job Title : Contact Center - Education Finance (Hybrid) Location : Johnston, RI Hours : 10 AM - 7 : 30 PM Pay : 20 / hr Job Description : This department handles incoming calls in regards to Education...
  • 1 Month Ago

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0 Contact Center Quality Analyst, Sr. jobs found in Warwick, RI area

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Travel Physical Therapist - $1,797 per week
  • PRN Healthcare
  • Warwick, RI
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Warwick, Rhode Island. Job Descripti...
  • 3/28/2024 12:00:00 AM

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Research Data Analyst
  • Brown University
  • Providence, RI
  • Job Description: The Population Studies and Training Center (PSTC) at Brown University builds scientific understanding o...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Maternal - Newborn - $2,693 per week
  • Adventist Health
  • Providence, RI
  • Supplemental Health Care is seeking a travel nurse RN Maternal - Newborn for a travel nursing job in Providence, Rhode I...
  • 3/28/2024 12:00:00 AM

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Workforce Management Analyst
  • PPL Corporation
  • Providence, RI
  • Company Summary Statement : Rhode Island Energy provides essential energy services to over 770,000 customers across Rhod...
  • 3/26/2024 12:00:00 AM

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Travel Nurse RN - Home Health - $2,073 per week
  • Adventist Health
  • East Providence, RI
  • Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in East Providence, Rhode Isl...
  • 3/26/2024 12:00:00 AM

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Senior Software Engineer, Android
  • Capital One
  • Providence, RI
  • Center 1 (19052), United States of America, McLean, Virginia Senior Software Engineer, Android Do you love building and ...
  • 3/26/2024 12:00:00 AM

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Travel CT Technologist - $3,413 per week
  • Stability Healthcare
  • Providence, RI
  • LanceSoft is seeking a travel CT Technologist for a travel job in Providence, Rhode Island. Job Description & Requiremen...
  • 3/25/2024 12:00:00 AM

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Director Communications Rhode Island Energy
  • PPL Corporation
  • Providence, RI
  • Company Summary Statement Rhode Island Energy provides essential energy services to over 770,000 customers across Rhode ...
  • 3/24/2024 12:00:00 AM

Warwick (/ˈwɔːrwɪk/) is a city in Kent County, Rhode Island, the second largest city in the state with a population of 82,672 at the 2010 census. Warwick is located approximately 12 miles (19 km) south of downtown Providence, Rhode Island, 63 miles (101 km) southwest of Boston, Massachusetts, and 171 miles (275 km) northeast of New York City. Warwick was founded by Samuel Gorton in 1642 and has witnessed major events in American history. It was decimated during King Philip's War (1675–76) and was the site of the Gaspee Affair, a significant prelude to the American Revolution. Warwick is also t...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$55,590 to $75,873
Warwick, Rhode Island area prices
were up 1.6% from a year ago

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