Contact Center Quality Analyst, Sr. jobs in Cicero, IL

Company Description

At Avila Dental, you will experience a genuine sense of family and belonging. We strive to make your visit as pleasant and easy as possible by providing in-office comforts and first-class services. Your dentist in Northgate, Dr. Bello, is committed to only using the latest technology and most advanced techniques, so you leave with a stunning smile.

Job Description

The Contact Center Analyst will support the operation of the Contact center by understanding and documenting business needs for the routing and management of member and provider calls to the company. This person will support routing design, testing, analysis of new and existing capabilities, integration of third party applications to the contact center, and generally ensure the effective and highly reliable performance of the contact center infrastructure in meeting the business’ goals and objectives.

Responsibilities include, but are not limited to:

Conduct business process analysis and requirements gathering sessions

Develop user stories and functional requirement specifications for consolidated Contact Center web applications

Clearly communicate with clients and project teams via email and conference calls

Coordinate product deployments and write release communications

Ensure collaborative outcomes by establishing and promoting strong client partnerships

Responsible for the successful definition, testing, management, and launch of Contact Center infrastructure upgrades, changes, and new features

Qualifications

• Strong analytical and quantitative skills are essential to execute the job.
• Must be detail-oriented, an independent thinker and have very strong organizational skills to manage the volume of data which is reported upon and analyzed by the department.
• Experience with Call Center or Contact Center Software.
• Collaborative team player, with the ability to work effectively across multiple departments and levels within the company.
• Software Project Management
• Excellent written and interpersonal communication skills
• Proficiency in Microsoft Outlook, Excel, and Word is a must

Additional Information

All your information will be kept confidential according to EEO guidelines.