Contact Center Quality Analyst jobs in Ellicott City, MD

Company Description

Walden 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 Description

Opportunity at a Glance

The 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.

Responsibilities

• As 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 needed
• Serving 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 systems
• Working 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 performance
• Serving 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 enhancements
• Documenting and tracking activities associated to different academic partners
• Completes other duties as assigned.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree
• Master's Degree Preferred
• 3 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 Information

In 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 insurance
• 401k Retirement Program 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 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