Contact Center Quality Analyst jobs in Owensboro, KY

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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Contact center manager
  • Demo - Maximus
  • Evansville, IN FULL_TIME
  • CCRegionalManager

    Job Summary

    The selected candidate will be a key resource in the successful implementation and execution of a large government contract.

    This person will work closely with Operations, Support Services, Reporting & Analytics, and IT to ensure the KPIs and SLAs are met and exceeded and will be involved in continuous improvement efforts.

    This management position is responsible for overseeing a diverse operation including activities related to Contact Center Operations, Document Processing Operations, and Premium Processing.

    The Regional Call Center Manager provides direct supervision to the call center, document processing and premium processing staff, including complaints and appeals.

    The person in this role will also be responsible for the operations of a small mailroom.

    Education and Experience Requirements

    Essential Duties and Responsibilities :

    • Oversee the daily operations of a contact center team to ensure performance metrics are met.
    • Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures.
    • Provide assistance and updates to staff regarding these policies and procedures.
    • Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
    • Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
    • Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
    • Provide the Sr. Manager and Director with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
    • Monitor contact center compliance with ISO standards.
    • Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Contact Center.
    • Monitor and evaluate performance, writes performance appraisals and provides corrective actions as needed.
    • Responsible for identifying and resolving issues, problems, and concerns with employees.
    • Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
    • Provide direction to staff when complaints are escalated to management level.
    • Perform other duties as may be assigned.

    Minimum Requirements :

    • Manage, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
    • In some instances this manager may be responsible for a functional area and not have any subordinate employees.
    • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
    • Follow processes and operational policies in selecting methods and techniques for obtaining solutions.
    • Act as advisor to subordinate(s) to meet schedules and / or resolve problems.
    • Develop and administer schedules, performance requirements; may have budget responsibilities.
    • Frequent interaction with subordinate employees, customers, and / or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company.
    • Often must lead a cooperative effort among members of a project team.
    • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals.
    • Provide guidance to subordinates within the latitude of established company policies.
    • Recommend changes to policies and establish procedures that affect immediate organization(s).

    MAXIMUS Introduction

    Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs.

    Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs.

    With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom.

    For more information, visit https : / / www.maximus.com.

    The specific vaccine requirements for this position will be outlined throughout the selection process. Individuals who believe they may qualify for a medical or religious accommodation will have the opportunity to apply for an accommodation following an offer of employment.

    EEO Statement : Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce.

    We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country.

    We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you.

    A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action / Equal Opportunity Employer.

    Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

    Last updated : 2024-03-23

  • 3 Days Ago

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Food Quality Analyst Manager
  • Tektree
  • Owensboro, KY FULL_TIME
  • The Quality Assurance Manager will be responsible for managing their shift, as well as for the plant's Quality Assurance programs. In this role, youwill ensure compliance with company, customer, and g...
  • 9 Days Ago

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EHR Analyst
  • CENTRAL OUTREACH WELLNESS CENTER LLC
  • Columbus, OH OTHER
  • Job Details Job Location: Columbus - Columbus, OH Position Type: Full Time Salary Range: $60,000.00 - $75,000.00 Salary/year Travel Percentage: Up to 25% Job Shift: Day Description Support with user a...
  • 7 Days Ago

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Quality Inspectors
  • TRIGO Global Quality Solutions
  • Evansville, IN FULL_TIME
  • Quality Inspectors DAILY PAY OFFERED! Opportunity to enroll in group plan coverages, 1st of the month following 30 days, to include: Comprehensive Medical Insurance, Teladoc, Dental, Vision, Life and ...
  • 21 Days Ago

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Quality Inspector
  • TRIGO Global Quality Solutions
  • Evansville, IN FULL_TIME
  • TRIGO Global Quality Solutions has several immediate openings for Quality Inspectors in Evansville, IN. Overall Purpose of the Quality Inspector Provide Quality services and support for all missions a...
  • 24 Days Ago

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Board Certified Behavior Analyst START-UP April
  • Applied Behavior Center for Autism
  • Evansville, IN FULL_TIME
  • Board Certified Behavior Analyst Center Location: START-UP ABA Center located in Evansville, IN About ABC: As the longest-running ABA therapy provider in Indiana since 1997, we are looking for caring ...
  • 1 Day Ago

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0 Contact Center Quality Analyst jobs found in Owensboro, KY area

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Travel Nurse RN - PCU - Progressive Care Unit - $1,854 per week
  • Adventist Health
  • Evansville, IN
  • Supplemental Health Care is seeking a travel nurse RN PCU - Progressive Care Unit for a travel nursing job in Evansville...
  • 3/29/2024 12:00:00 AM

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Travel Nurse RN - Orthopedics - $1,854 per week
  • Adventist Health
  • Evansville, IN
  • Supplemental Health Care is seeking a travel nurse RN Orthopedics for a travel nursing job in Evansville, Indiana. Job D...
  • 3/29/2024 12:00:00 AM

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Travel Nurse RN - Telemetry - $1,990 per week
  • Adventist Health
  • Evansville, IN
  • Supplemental Health Care is seeking a travel nurse RN Telemetry for a travel nursing job in Evansville, Indiana. Job Des...
  • 3/29/2024 12:00:00 AM

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Corporate Benefits Analyst
  • Century Aluminum
  • Owensboro, KY
  • Summary: This position administers multiple employee benefit plans for active and retired domestic employees. Responsibi...
  • 3/28/2024 12:00:00 AM

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Travel Physical Therapist - $2,062 per week
  • PRN Healthcare
  • Owensboro, KY
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Owensboro, Kentucky. Job Description...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,791 per week
  • Adventist Health
  • Owensboro, KY
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Owensboro, Kentucky. Job Desc...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Telemetry - $1,791 per week
  • Adventist Health
  • Owensboro, KY
  • Supplemental Health Care is seeking a travel nurse RN Telemetry for a travel nursing job in Owensboro, Kentucky. Job Des...
  • 3/27/2024 12:00:00 AM

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Locum Tenens CRNA - Anesthesia - $175-200 per hour
  • Jackson and Coker
  • Henderson, KY
  • Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Henderson, Kentucky. Job Description & Requirem...
  • 3/25/2024 12:00:00 AM

Owensboro is a home rule-class city in and the county seat of Daviess County, Kentucky, United States. It is the fourth-largest city in the state by population. Owensboro is located on U.S. Route 60 about 107 miles (172 km) southwest of Louisville, and is the principal city of the Owensboro metropolitan area. The 2015 population was 59,042.[not in citation given] The metropolitan population was estimated at 116,506. Owensboro is located at 37°45′28″N 87°7′6″W / 37.75778°N 87.11833°W / 37.75778; -87.11833 (37.757748, −87.118390), at the crook of a bend in the Ohio River. Owensboro is 37 mile...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$41,694 to $57,801
Owensboro, Kentucky area prices
were up 1.3% from a year ago