Contact Center Quality Analyst jobs in Baltimore, MD

Contact Center Quality Analyst 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 provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)

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Business Analyst- Contact Center
  • Adtalem Global Education
  • Columbia, MD FULL_TIME
  • Company DescriptionWalden University, an Adtalem Global Education institution, supports a diverse community of adult learners from across the U.S. and other countries, who seek to achieve their academic goals and make positive, lasting social change in their professions and communities. Walden is a B Corporation with a mission to provide a diverse community of career professionals who have the opportunity to transform themselves as scholar-practitioners to positively affect social change. Walden offers more than 100 online degree and certificate programs, for students pursuing a bachelor’s, master’s, doctoral or certificate. Walden University has graduated more than 174,000 students and is accredited by the Higher Learning Commission. Visit WaldenU.edu for more information, and follow on Twitter, Instagram, Facebook, Instagram and LinkedIn.Adtalem believes in a culture of collaboration, creativity, and innovation, which thrives when we can work flexibly. Depending on your location, this role may be hybrid or remote.HYBRID – If you reside within 50 miles of Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL this role is hybrid, requiring office presence three days a week (Tue, Wed, Thu), with the rest of the workweek spent working from home.REMOTE – If you live over 50 miles from Adtalem offices in Chicago, IL, Addison, IL, Columbia, MD, Minneapolis, MN, and Miramar, FL, this role is remote. However, occasional office visits may be required based on business needs, with advance communication for such requests.Job DescriptionOpportunity at a GlanceThe Business Analyst- Contact Center is responsible for system and business process support of multiple systems utilized by functional business groups across multiple higher education institutions supported by the department.   The Analyst is expected to be a Subject Matter Expert (SME) of processes and technology for at least two of the following system areas: CRM, Workforce Management, telephony/call center systems, reporting and analytics, and/or other relevant systems.   A successful candidate for this position should have experience supporting business processes and information systems for business groups in higher education, strong communication skills with technical and business colleagues and leaders, knowledge of project management principles and the capacity to learn advanced systems, technology and technical environments in order to apply them to optimize systems processes and improve business efficiencies. ResponsibilitiesAs this position supports a wide range of business, systems and process functions, the successful candidate will lead and manage responsibilities as a system and process Subject Matter Expert (SME) and consultant in at least two of the following areas: Customer Relationship Management, Workforce Management, telephony systems and reporting and analytics.Providing regularly scheduled and ad hoc reports from assigned business systems and learning how to develop reports and dashboards using advanced reporting tools such as Cognos BI, MS Power BI and other business intelligence analytical tools.Performing administrative functions, executing, maintaining and delivering process requests, overseeing deliverables and Service Level Agreements (SLAs) for each of the systems assigned to you. This could include setting up system profiles, Q/A testing, tracking/forecasting call volumes and colleague activities, establishing omni-channel system campaigns and other tasks as neededServing as Subject Matter Expert and consultant with good working knowledge of multiple business and system processes in the following areas: CRM, SIS, Student Finance/AR, Workforce Management, Telephony and Omni-channel systemsWorking and communicating with business leaders at all levels to identify needs, determining and recommending system and analytic solutions, documenting data requirements and developing reports and/or system processes to support and optimize business performanceServing as liaison with technical teams in IT to communicate business needs, determining level of effort and prioritizing against other initiatives and driving process and system improvements for various system enhancementsDocumenting and tracking activities associated to different academic partnersCompletes other duties as assigned.Performs other duties as assigned.Complies with all policies and standards.QualificationsBachelor's DegreeMaster's Degree Preferred3 years of customer service experience preferred working in at least one or more of the following higher education areas: Admissions, Registrar Services, Student Finance or Academic Advising.3 years of experience preferred working with CRM, Telephony, Workforce Management, SIS systems processes and/or call center technologies or similar applications.Experience with project and/or change management.Some experience with coding and basic programming languages such as SQL for advanced analytical tools such as Cognos or Crystal reports.Strong MS Office skills required, especially with MS Excel.Capacity to learn technical systems and environments, interested in developing their technical skills.Detailed-oriented with the ability to work independently, problem solve and drive to solutions.Ability to work independently, problem solve and drive to solutions.Good written and oral communication problem solving skills.Additional InformationIn support of the pay transparency laws enacted across the country, the expected salary range for this position is between $19.91 and $36.09. Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. Our Talent Acquisition Team will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements. The position qualifies for the below benefits. Adtalem offers a robust suite of benefits including: Health, dental, vision, life and disability insurance401k Retirement Program 6% employer match15 Days of Paid Vacation Days each Calendar Year12 Paid Holidays 2 floating holidays For more information related to our benefits please visit: https://careers.adtalem.com/benefits.    Equal Opportunity – Minority / Female / Disability / V / Gender Identity / Sexual Orientation
  • 13 Days Ago

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Contact center manager
  • RadNet
  • Owings Mills, MD FULL_TIME
  • Job Summary : Responsible for managing and overseeing a team of schedulers or specialty team members and their daily activities. Supports running of the contact center operations to ensure we provide ...
  • 20 Days Ago

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Contact center team
  • Facility SINAI CORPORATE
  • Randallstown, MD FULL_TIME
  • Summary Position Summary : Under the direction of the Contact Center Manager the Team Lead will assist with daily operations of the call center; such as scheduling, onboarding, coaching agents, traini...
  • 24 Days Ago

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Contact Center Representative
  • Live! Casino & Hotel - Maryland
  • Hanover, MD FULL_TIME
  • Overview Function (Scope and Main Purpose of Job) The overall goal of the Contact Center Agent is to ensure all communication, including calls and emails are handled in a professional and courteous ma...
  • 25 Days Ago

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Contact Center Team Manager
  • RadNet
  • Owings Mills, MD FULL_TIME
  • Job Summary: Responsible for managing and overseeing a team of schedulers or specialty team members and their daily activities. Supports running of the contact center operations to ensure we provide e...
  • Just Posted

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CONTACT CENTER SUPERVISOR
  • Korak Healthsource Group
  • Forest Hill, MD FULL_TIME
  • Additional InformationAll your information will be kept confidential according to EEO guidelines.
  • 15 Days Ago

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0 Contact Center Quality Analyst jobs found in Baltimore, MD area

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Client Services/Customer Support Analyst
  • Markit Ltd
  • Washington, DC
  • Client Services/Customer Support Analyst in US Remote - DC **Client Services/Customer Support Analyst** **Your role** We...
  • 3/28/2024 12:00:00 AM

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Senior Practice Innovation Analyst
  • Crowell & Moring
  • Washington, DC
  • Company Description Job Description Crowell & Moring LLP is an international law firm with offices in the United States,...
  • 3/28/2024 12:00:00 AM

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Customer Experience Assistant Manager
  • Brilliant Earth
  • Washington, DC
  • Customer Experience Assistant Manager - Washington, D.C. Position Overview: The Customer Experience Assistant Manager fo...
  • 3/28/2024 12:00:00 AM

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Customer Support Analyst
  • Engility Corporation
  • Arlington, VA
  • Introduction Make a difference for national security by joining a team of dedicated IT professionals who will sustain, m...
  • 3/28/2024 12:00:00 AM

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Deputy Director, Fiscal Services Division
  • State of Maryland
  • Baltimore, MD
  • Introduction Reimagine a career in public service. At WCC, we are collaborative and team oriented, innovative in our app...
  • 3/26/2024 12:00:00 AM

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Customer Experience Analyst
  • Federal Aviation Administration
  • Washington, DC
  • ** Customer Experience Analyst** **Department of Transportation** ** Office of Information & Technology, Business Partne...
  • 3/26/2024 12:00:00 AM

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Mid-level Cyber Incident Management Analyst / Sec+ / Active Top Secret clearance
  • Peraton
  • Arlington, VA
  • Responsibilities: As the nations risk adviser, we (CISA) help our partners strengthen their own capabilities and connect...
  • 3/26/2024 12:00:00 AM

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Senior Practice Innovation Analyst
  • Crowell & Moring
  • Washington, DC
  • Job Description Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and A...
  • 3/25/2024 12:00:00 AM

Baltimore (/ˈbɔːltɪmɔːr/) is the largest city in the state of Maryland within the United States. Baltimore was established by the Constitution of Maryland as an independent city in 1729. With a population of 611,648 in 2017, Baltimore is the largest such independent city in the United States. As of 2017[update], the population of the Baltimore metropolitan area was estimated to be just under 2.808 million, making it the 20th largest metropolitan area in the country. Baltimore is located about 40 miles (60 km) northeast of Washington, D.C., making it a principal city in the Washington-Baltimo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$45,638 to $63,268
Baltimore, Maryland area prices
were up 1.5% from a year ago