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)
WSP is currently initiating a search for a Full-Time Contact Center Training & Quality Manager . This position will be based out of Costa Mesa, CA.
The Training & Quality Manager is responsible for managing functions associated with supporting the front-line operations in the Service Center; primarily Quality Assurance and Training. Other Support functions could be rolled into the department in future. Duties include identifying areas of opportunity, developing solution plans, coaching team members (QA Associates & Trainers) and ensuring key metrics are achieved. This position is full-time and will require some evening and weekend schedules throughout the year to support the team. The position requires full-time in-office presence at the Service Center. Job requires knowledge of MS Office, Windows, MS Excel, proficient typing skills, excellent written and verbal communication skills as well as knowledge of front and back-office contact center functions. Six Sigma and curriculum development experience is helpful. Training/QA Manager may be reassigned on a long term or temporary basis to another location, other shifts, or other schedules, to balance manpower or meet the needs of the company.
Required Qualifications
Preferred Qualifications
Physical Demands
WSP Benefits:
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
Compensation
Expected Salary (all locations): $97,800 - $139,000
WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant’s education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.
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