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)
Requirements:
• Bachelor’s degree or equivalent diploma.• Dynamic leader with experience and passion for managing large and diverse teams across multiple workflows in afast-paced environment, able to deal with rapid change and ambiguity.• 8 years of experience in operations, preferably in BPO/ITES industry• 5 years of people management experience, including managing team leaders, and a strong desire to developteam members.• Empathy for the Social community platform users and passion to create an exceptional user experience andprovide outstanding support.• Significant experience in a complex fast paced environment.• Excellent written and verbal communication skills
Preferred Requirements:
• Having high cultural awareness of political and social situations is a plus!• Proficiency in English and Multi-lingual is highly preferred (depends on the market assignment)• Build a positive relation with Client to create new business opportunities.• Identify potential risks and opportunities for improvement in the process and suggest solutions
Responsibilities:
• Manage the overall performance and governance of the Statements of Work (together with Vendor AccountManagement / Business Development).• Manage the day-to-day operations in accordance with requirements and SLAs set out in this SOW. Prompt identification and resolution of Service delivery issues including implementation ofpreventative measures.Transition management during set up phase or expansion phases.• Establish the Vendor infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service deliveryprocesses and Service Levelreporting mechanisms.• Provide exceptional people management, mentorship, and career development to members of your team,including managers and Agents, achieve low attrition levels and high employeeengagement.• Drive Operations teams to deliver continuous improvement and productivity/quality gains.• Flag and escalate business risks timely to the Client teams.
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