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)
Handles a variety of member service calls in a prompt, courteous and professional manner including calls that require problem resolution
Major Duties and Responsibilities
Interpersonal Skills
Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or
outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as
advising or referring, which commonly require shorter discussions.
Other Skills
• Must have excellent written and verbal communication and organizational skills
• Must be able and willing to work flexible hours to accommodate department needs
• Should be able to operate well in a fast paced environment
• Must be able to calmly and professionally handle discontented callers
• Good telephone manner
Hours fulltime.
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