Contact Center Quality Analyst II

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Contact Center Quality Analyst II monitors and evaluates the quality of inbound and outbound customer interactions. Tracks issues in the quality monitoring systems or tools and analyzes the results. Being a Contact Center Quality Analyst II provides feedback to improve performance and implements training programs. Works with other internal teams to define quality metrics, standards, and processes. Additionally, Contact Center Quality Analyst II may recommend and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst II occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Contact Center Quality Analyst II typically requires 2-4 years of related experience.