Contact Center Quality Analyst 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 provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Pay Range: Band B – MRP 5
Candidate will serve as a Member Experience AI Telephony expert in the contact center. The ideal candidate will ensure we are attentive to continuously training the bot to ensure a high-quality interaction when leveraging the contact center, whether it be for IVR and/or telephone banking. This individual will consistently review member interactions to determine which questions are being asked that the chatbot hasn’t been able to answer. The individual would be accountable for continuous training of the chatbot expanding the knowledgebase and improving the overall member experience. Additionally, the individual will work closely with our AVP of contact center and Workforce Analyst.
What You’ll Do
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We know that pay and benefits are important. And, we’ve really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you’ll enjoy:
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0 Contact Center Quality Analyst jobs found in Ann Arbor, MI area