Contact Center Quality Analyst jobs in Arlington, TX

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)

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Contact Center Supervisor
  • Solis Mammography/ Washington Radiology
  • Fort Worth, TX FULL_TIME
  • At Solis Mammography, our patient-focused culture is at the heart of every interaction. We deliver the care, compassion and high-touch experience that have made us a valued healthcare partner to the generations of women that we serve. As the nation’s leader in breast health services, our commitment to providing excellence in patient care is realized at every level of our organization.  The Solis team is establishing a dynamic culture of “work hard, play hard” and is looking for the next all-star to add to its roster. If you are an ambitious self-starter who thrives in an environment where you are empowered to take ownership of your area of responsibility, we would like to speak to you.

    Location: Contact Center in Fort Worth
    Hours: Monday - Friday 6am - 7pm and half day Saturdays 

    The Contact Center Supervisor is responsible for supervising and mentoring the Solis Patient Access Representative. This position is critical to Solis Mammography; the Contact Center Supervisor ensures the representatives provide efficient, empathetic and excellent service and adhere to defined policies and procedures which impacts customer retention and the profitability of the organization. Measures and provides appropriate performance feedback to assigned representatives.     

    RESULTS MEASURED BY THE FOLLOWING RESPONSIBILITIES:

    Operations

    • Understands, promotes and demonstrates the Solis Way;
    • Utilizes all policies and processes with 100% compliance;
    • Accountable for representative’s performance, affecting overall Contact Center Performance, Department KPIs and organizational objectives;
    • Oversight of productivity of individual representatives;
    • Oversight of quality performance of individual representatives in partnership with QA team;
    • Supervises and coaches’ representatives on Solis processes, guidelines and metrics;
    • Manages the performance management process for PARs to include: goal setting, annual performance reviews, recognition, coaching and performance issues.
    • Responsible for the development of representatives through effective hiring, coaching, mentoring and performance feedback;
    • Functions as the point of contact to answer questions and provide support to representatives, guides representatives to use available resources;
    • Makes recommendations for continuous improvement based on proactive and reactive business needs, focusing on improved communication, customer and representative satisfaction;
    • Monitors the queue and tier escalation process and takes calls as needed to ensure calls get answered in a timely manner;
    • Handles escalated calls from patients or referring physicians focusing on service recovery and provides adequate coaching to the representatives;
    • Administers accurate and timely payroll functions;
    • Responsible for compiling and analyzing pertinent reports and discussion logs in a timely manner;
    • Perform other duties and responsibilities, as assigned.

    Service

    • Maintains patient confidentiality 100% of the time;
    • Maintains productivity; ensures minimal downtime.

    Team Focus

    • Adheres to and promotes the Solis “Promise Book” culture;
    • Ensures adherence to Contact Center policies and procedures;
    • Forms strong working relationships within the team and treats each other with respect;
    • Develops healthy working relationships, forming a partnership with other groups within the Contact Center or external functional departments;
    • Participates in interviews to select the most qualified candidates for the position;
    • Addresses any representative issues, documents, delivers corrective action and monitors behavior;
    • Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality;
    • Conducts team meetings with assigned representatives;
    • Conducts one on one meetings with assigned representatives to review overall performance, documents discussions and actions taken;
    • Brings problems to the attention of the Manager; proposes solutions and is willing to ask for help;
    • Supports manager with projects on as needed basis;
    • Interacts with other groups to ensure efficient and service-oriented operation.

    Skills / Qualifications:

    • Associate/bachelor’s degree preferred or equivalent combination of experience and education;
    • Minimum 3-5 years contact center experience preferred;  
    • Minimum 3-5 years of contact center supervisor experience preferred;
    • The ability to interact with staff at all levels in a fast-paced environment, typically under pressure, while remaining flexible yet focused;
    • The ability to communicate professionally through verbal and written communications to include personal branding;
    • Demonstrated high level of confidentiality and professionalism;
    • Demonstrated outstanding service skills with both internal and external customers;
    • The ability to effectively coach, mentor and motivate representatives;
    • The ability to operate in an organized manner and demonstrate superior time management;
    • Proficiency in Microsoft Office required.
    • The ability to manage multiple projects; able to multitask;
    • Exhibits sound judgment;
    • Contact center software application knowledge preferred.

  • Just Posted

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Contact Center Supervisor
  • Serenity Healthcare
  • Fort Worth, TX FULL_TIME
  • Contact Center Supervisor - Onsite **Location: Fort Worth, TX**Are you ready to lead a team that plays a pivotal role in transforming lives and revolutionizing healthcare? Serenity, a leader in health...
  • 2 Months Ago

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Employee Response Center - Call Center Quality Assurance Analyst
  • Higginbotham
  • Fort Worth, TX FULL_TIME
  • Higginbotham, a privately held, independent insurance and financial services firm that ranks within the top 20 nationwide, has an immediate opening for a Employee Response Center - Call Center Quality...
  • 20 Days Ago

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Software Engineer- Contact Center (Genesys) W2 Only
  • YOH Services LLC
  • Roanoke, TX FULL_TIME
  • Software Engineer- Contact Center (Genesys) W2 Only Category: Information Technology Employment Type: Contract Reference: BH-370353 MUST BE Hybrid Onsite 2 weeks a month in Nashua NH or Dallas TX area...
  • Just Posted

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Quality Control Analyst III
  • YOH Services LLC
  • Fort Worth, TX FULL_TIME
  • Quality Control Analyst III Category: Life Science Employment Type: Contract Reference: BH-371083 Quality Control Analyst III - Fort Worth 6 month contract W2 Pay rate: $40.00 - 43.98/hr Chemistry bac...
  • 23 Days Ago

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Quality Process Analyst
  • Abba Staffing & Consulting
  • Southlake, TX FULL_TIME
  • Quality Process Specialist Location: Fort Worth, TX Salary Range $50k-$55k Fulltime 8am to 5p Our customer is a well-established electronics service company that specializes in the manufacture of elec...
  • Just Posted

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0 Contact Center Quality Analyst jobs found in Arlington, TX area

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Sr Outsourcing Delivery Analyst
  • Markit Ltd
  • Dallas, TX
  • Sr Outsourcing Delivery Analyst in Dallas - LBJ Freeway **Sr Outsourcing Delivery Analyst** The Outsourcing Delivery Ana...
  • 3/28/2024 12:00:00 AM

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Customer Support Analyst Tier I (Plano, TX)
  • MEDHOST Inc.
  • Plano, TX
  • **Customer Support Analyst Tier I (Plano, TX)** **Location** : Plano, TX **Job Type** : Direct **Hours** : Full Time **T...
  • 3/28/2024 12:00:00 AM

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Crime Analyst
  • City of Grand Prairie, TX
  • Grand Prairie, TX
  • Salary: $24.71 - $38.87 Hourly Location : Grand Prairie, TX Job Type: Full Time Job Number: 2023-00367 Department: Polic...
  • 3/28/2024 12:00:00 AM

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Client Success Analyst
  • Drips
  • Dallas, TX
  • Client Success Analyst About Drips Drips enables enterprises to connect with consumers through an AI-powered conversatio...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative - Remote
  • Companalyst
  • Dallas, TX
  • * Customer Service Representative - Remote in UnitedHealth Group **Customer Service Representative - Remote** POSTED ON ...
  • 3/26/2024 12:00:00 AM

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Local Contract Speech Language Pathologist - $47 per hour
  • PRN Healthcare
  • Grand Prairie, TX
  • Supplemental Health Care is seeking a local contract Speech Language Pathologist for a local contract job in Grand Prair...
  • 3/26/2024 12:00:00 AM

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Correspondence Analyst
  • Methodist Health System
  • Dallas, TX
  • Your Job:# # The Correspondence Analyst is responsible for releasing the medical information via paper, digital,#or micr...
  • 3/25/2024 12:00:00 AM

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Senior Compensation Analyst
  • Albertsons
  • Arlington, TX
  • Job Description About the company Albertsons Companies is at the forefront of the revolution in retail. With a fixation ...
  • 3/25/2024 12:00:00 AM

Arlington is a city in the U.S. state of Texas, located in Tarrant County. It is part of the Mid-Cities region of the Dallas–Fort Worth–Arlington metropolitan area, approximately 12 miles (19 km) east of downtown Fort Worth and 20 miles (32 km) west of downtown Dallas. According to the U.S. Census Bureau's estimate, the city had a population of 396,394 in 2017, making it the second-largest city in the county (after Fort Worth) and the third-largest in the metropolitan area. Arlington is the forty-eighth-most populous city in the United States, the seventh-most populous city in the state of Tex...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$43,187 to $59,871
Arlington, Texas area prices
were up 2.2% from a year ago