Contact Center Quality Analyst jobs in San Francisco, CA

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)

Recently Added Contact Center Quality Analyst jobs

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Senior Contact Center Engineer
  • Block
  • San Francisco, CA FULL_TIME
  • Company DescriptionBlock is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.Job DescriptionAs a team, we are the direct link to the voice of our customers.  When our customers need help they are usually in the midst of managing a small business and they don't want to wait for answers. Simply put, they want to speak to a human. In an ideal world, we know exactly who our customers are and what they need the moment they contact us.  Using information from previous interactions and current product usage, we're able to quickly direct them to the information they need to rapidly resolve issues or realize opportunities.Our voice capabilities take advantage of a global presence, ensuring local 24x7 voice support across time zones. The reliability and quality of services are driven by the scalability and efficiency of our platforms and partners.  This relies on the interaction of multiple Square systems in a constant feedback loop where the voice platform provides real-time data to the business that can be consumed in future interactions.  On this team, you will work on state-of-the-art technologies to ensure both internal and external customers have the best possible experience with Square. You Will:Build and maintain a voice focused contact center omni channel platform for Square to have productive and personalized interactions with our customers.Lead medium sized solutions architecture and development of phone and voice solutions for platforms and teams across the enterprise.Provide technical leadership on different CCaaS voice platformsParticipate in an on-call rotation for any issues related to production support.Help build state of the art omni channel contact center solutions that provide best in class customer and advocate experience.QualificationsYou Have:4 years of experience  in Contact Center Technologies implementations and solutions.Experience in developing Amazon Connect contact flows, AWS Lambda , DynamoDB, Lex Bots, API Gateway, AWS Pinpoint and Amazon Connect Streams for CCP Customizations.Strong debugging, troubleshooting, and problem solving skills required.Must have experience in designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messagingMust have strong programming skills in node.js, python, or ruby. Experience in AWS Lambda is highly preferred. Experience with AWS serverless architecture and services such as Contact Lens, AWS Pinpoint, S3, IAM, Lambda, Kinesis Data and Video Streams, KMS, Secret Manager preferred.Experience with Github / bitbucket for source / version control. Experience with CI / CD pipelines using Terraform and Cloud Formation.Deep understanding of Contact Center Architecture / Reporting / WFM Integration / IVR / Speech Recognition / Agent Phone Panel (amazon connect streams)Working knowledge of popular communications protocols and APIs such as WebRTC and SIPSQL query writing and data analysis.Proficiency in  Salesforce amazon connect CTI Adapter integration.Even Better:An advanced degree in computer science, engineering or mathematics.Experience designing applications with responsibility for infrastructure robustness, including networking, communications, and storage.Knowledge in application, server, or network securityAWS Solution Architecture certificationsKnowledge of Information and Data security (PCI / PII / GDPR / DNCL / e911 / e164)Technologies We Use:Amazon Connect, AWS Lambda, AWS DynamoDB, AWS API Gateway, AWS Lex (Voice / Chat Bots), AWS S3, Amazon Connect Streams, AWS Pinpoint, Kinesis Video and Data streams.Ruby, NodeJS / Python (Lambda) / Javascript / TypescriptTerraform / Cloud formationGithubSnowflakeWebRTCAdditional InformationBlock takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.Zone A: USD $148,700 - USD $185,900Zone B: USD $141,300 - USD $176,600Zone C: USD $133,800 - USD $167,300Zone D: USD $126,400 - USD $158,000To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. Full-time employee benefits include the following:Healthcare coverage (Medical, Vision and Dental insurance)Health Savings Account and Flexible Spending AccountRetirement Plans including company match Employee Stock Purchase ProgramWellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance Paid parental and caregiving leavePaid time off (including 12 paid holidays)Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) Learning and Development resourcesPaid Life insurance, AD&D, and disability benefits These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans. US and Canada EEOC StatementWe’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I D page.Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.  We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk. Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution. While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.
  • 1 Month Ago
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Contact Center Engineer
  • Block
  • San Francisco, CA FULL_TIME
  • Company DescriptionBlock is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware...
  • 1 Month Ago
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Principal Product Designer, Contact Center
  • RingCentral Inc.
  • Belmont, CA FULL_TIME
  • Say hello to possibilities. It’s not everyday that you consider starting a new career. We’re RingCentral, and we’re happy that someone as talented as you is considering this role. First, a little abou...
  • 1 Month Ago
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#13556 - Test Analyst II
  • Test Analyst II - Qualitest
  • Burlingame, CA FULL_TIME
  • Q Analysts, a Qualitest Company, is looking for a Test Analyst (SDK) for a project with one of its Clients who is a leader in the Virtual Reality space. We are looking for someone with testing skills ...
  • 6 Days Ago
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Technology Director - Contact Center Digital Transformation
  • Wells Fargo
  • San Francisco, CA FULL_TIME
  • Wells Fargo is seeking a Contact Center Digital Transformation Leader - Technology Director who has experience with Contact Center as a Service (CCaaS) cloud solutions. About this role: As Wells Fargo...
  • 2 Days Ago
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#13554 - QA Test Analyst I
  • QA Test Analyst I - Qualitest
  • Burlingame, CA FULL_TIME
  • Q Analysts is looking for a Test Analyst for a project with one of its clients who is a leader in the Virtual Reality space. Our client’s team applies a range of software, computer vision and robotics...
  • 6 Days Ago
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0 Contact Center Quality Analyst jobs found in San Francisco, CA area

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Technology Investment Banking Summer 2024 Analyst Program
  • Cantor Fitzgerald
  • San Francisco, CA
  • Job Title: 2024 Technology Investment Banking Summer Analyst Program Location: San Francisco, CA, In office Firm Overvie...
  • 4/19/2024 12:00:00 AM
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Senior Applications Engineer (SF)
  • Fawkes IDM
  • San Francisco, CA
  • Responsibilities: Own enterprise applications such as Compulaw, Docusign, IntApp Conflicts/Intake/Terms, Litera Desktop ...
  • 4/18/2024 12:00:00 AM
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Senior Data Analyst
  • LeadStack Inc.
  • San Francisco, CA
  • LeadStack Inc. is an award-winning, one of the nation's fastest-growing, certified minority-owned (MBE) staffing service...
  • 4/18/2024 12:00:00 AM
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Director, Managing Director- 401K Relationship Manager
  • Fidelity TalentSource LLC
  • San Francisco, CA
  • Job Description: Role The Managing Director (MD) is entrusted with a book of business of defined contribution. The Manag...
  • 4/18/2024 12:00:00 AM
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Pharmacy Tech I
  • US Tech Solutions
  • San Francisco, CA
  • Duration: 06 months contract, Full-Time Employment Type: W-2 Position Summary: This position takes in-coming calls from ...
  • 4/17/2024 12:00:00 AM
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Senior IT Analyst
  • Pierce
  • San Francisco, CA
  • Serves as an effective, advanced-level technical resource to customers who contact them directly for assistance and for ...
  • 4/16/2024 12:00:00 AM
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Site Manager - [Program Analyst]
  • Catholic Charities Community Services
  • San Francisco, CA
  • Job Description Job Description:\n\nPROGRAM & POSITION SUMMARY Under general supervision from Program and Division Leade...
  • 4/16/2024 12:00:00 AM
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Director, Technical Program Management (TPM), Cyber Intelligence
  • Capital One
  • San Francisco, CA
  • Center 2 (19050), United States of America, McLean, Virginia Director, Technical Program Management (TPM), Cyber Intelli...
  • 4/15/2024 12:00:00 AM
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About San Francisco, California

San Francisco is located on the West Coast of the United States at the north end of the San Francisco Peninsula and includes significant stretches of the Pacific Ocean and San Francisco Bay within its boundaries. Several picturesque islands—Alcatraz, Treasure Island and the adjacent Yerba Buena Island, and small portions of Alameda Island, Red Rock Island, and Angel Island—are part of the city. Also included are the uninhabited Farallon Islands, 27 miles (43 km) offshore in the Pacific Ocean. The mainland within the city limits roughly forms a "seven-by-seven-mile square", a common local collo...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$55,601 to $77,087
San Francisco, California area prices
were up 4.5% from a year ago
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