Contact Center Quality Analyst, Sr. jobs in Anderson, IN

Contact Center Quality Analyst, Sr. 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, Sr. provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst, Sr. may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Quality Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)

D
Contact center manager
  • Demo - Maximus
  • Muncie, IN FULL_TIME
  • CCRegionalManager

    CCRegionalManager

    Job Summary

    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.

    As a large employer and Federal contractor, Maximus is subject to various vaccine mandates across our lines of business. Maximus is committed to complying with any applicable vaccine mandates.

    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

D
Contact center manager
  • Demo - Maximus
  • Marion, IN FULL_TIME
  • CCRegionalManager Minimum of 2-3 years of Medicaid Eligibility experience. Minimum of 2-3 years of contact center management experience. Job Summary The selected candidate will be a key resource in th...
  • 3 Days Ago

R
Informatics Analyst Sr
  • Riverview Health
  • Noblesville, IN FULL_TIME
  • Job Summary The Informatics Analyst at Riverview Health is responsible for developing and delivering training, providing ongoing end-user support and oversight for project implementation, and optimizi...
  • 1 Month Ago

A
Quality Improvement Data Analyst
  • Aspire Indiana Health, Inc.
  • Noblesville, IN FULL_TIME
  • Overview WE SERVE ALL. WE HIRE ALL. WE ACCEPT ALL. Now interviewing for a Quality Improvement Data Analyst! Position is Hybrid - Remote with some on-site requirements Must live in Indiana Position Sum...
  • 2 Months Ago

Y
Quality Assurance Coordinator
  • Youth Opportunity Center
  • Muncie, IN FULL_TIME
  • Quality Assurance CoordinatorFLSA Status: Full-Time Exempt Division: YOC Quality Assurance Reports To: Director of Quality Assurance COMPANY OVERVIEWMore than a beautiful 75 acre campus, and beyond an...
  • 24 Days Ago

A
Quality and Population Health Data Analyst
  • Aspire Indiana Health, Inc.
  • Noblesville, IN FULL_TIME
  • Overview WE SERVE ALL. WE HIRE ALL. WE ACCEPT ALL. Now interviewing for a Quality and Population Data Analyst Position is Hybrid - Remote with some on-site requirements Must live in Indiana Position S...
  • 1 Month Ago

Filters

Clear All

Filter Jobs By Location
  • Filter Jobs by companies
  • More

0 Contact Center Quality Analyst, Sr. jobs found in Anderson, IN area

F
Senior Business Infrastructure Analyst
  • Fiserv, Inc.
  • Fishers, IN
  • Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move ...
  • 3/28/2024 12:00:00 AM

C
Purchasing Analyst
  • City of Carmel, IN
  • Carmel, IN
  • Salary: $77,894.00 - $93,471.00 Annually Location : Carmel City Hall, IN Job Type: Full Time Department: Finance Opening...
  • 3/28/2024 12:00:00 AM

A
Vertex - Tech Support Associate
  • Ascent Services Group
  • Indianapolis, IN
  • Innova Solutions is immediately hiring for an Electronic Technician Position type: Full-time contract potential to hire ...
  • 3/28/2024 12:00:00 AM

A
HCM Systems Analyst
  • Arthur Lawrence
  • Carmel, IN
  • Arthur Lawrence is urgently looking for an HCM Systems Analyst for a client in Carmel, IN. Kindly review the job require...
  • 3/26/2024 12:00:00 AM

E
Healthcare Provider Network Contractor
  • Ewings Associates
  • Carmel, IN
  • Healthcare Provider Network Contractor In preparation for future projects, EWINGS is seeking to build relationships with...
  • 3/26/2024 12:00:00 AM

D
Associate Business License Specialist
  • DuCharme, McMillen & Associates
  • Indianapolis, IN
  • Why are long tenures and low turnover rates the norm at DMA? When you are an employee owned company, you are all about y...
  • 3/26/2024 12:00:00 AM

I
Senior Process Associate
  • Infosys
  • Indianapolis, IN
  • Job Description The Help Desk Analyst is responsible for handling all field operation needs relating to facility mainten...
  • 3/26/2024 12:00:00 AM

A
Travel Nurse RN - Hospice - $2,042 per week
  • Adventist Health
  • Muncie, IN
  • Supplemental Health Care is seeking a travel nurse RN Hospice for a travel nursing job in Muncie, Indiana. Job Descripti...
  • 3/25/2024 12:00:00 AM

Anderson is a city in and the county seat of Madison County, Indiana, United States. It is the principal city of the Anderson, Indiana Metropolitan Statistical Area which encompasses Madison County. Anderson is the headquarters of the Church of God (Anderson) and home of Anderson University, which is affiliated with Christian denomination. Highlights of the city include the historic Paramount Theatre and the Gruenewald Historic House. The population was 56,129 at the 2010 census. This is down from 70,000 in 1970. Anderson is located at 40°06′00″N 85°40′53″W / 40.100041°N 85.681525°W / 40.10...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$48,886 to $66,722
Anderson, Indiana area prices
were up 1.3% from a year ago

Contact Center Quality Analyst, Sr. in Yakima, WA
They also assist in developing, creating, and implementing quality processes and procedures; making recommendations for enhancements to training materials; and identifying opportunities for process and procedure changes to improve customer experience.
January 08, 2020