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)
Pioneer FCU offers a complete benefits package to all team members that includes, but not limited to:
As a progressive financial institution, we are seeking a dynamic and enthusiastic individual to fulfill the role of Call Center Representative at our Mountain Home Administrative Office.
This position is responsible for supporting the branches by being a first line support team that answers members and potential member's needs, questions, and concerns. Responsible for servicing members, potential members, vendors, or other financial institutions via telephone, email, mail, fax, and Chat. This position handles a high volume of inbound calls and proactively works to build relationships through matching Pioneer products to member's needs. Responsible for utilizing Pioneer procedures and policies to solve member needs and will direct calls to other departments when necessary. Will proactively listen or use effective written communication to gain an in-depth understanding of the nature of the call or written communication to address questions or concerns, and provide an accurate and efficient response. Maintains strong working knowledge of Pioneer's policies, procedures, and utilizes tools to combat fraud.
Responsible for understanding and following policies and procedures when performing a variety of paying and receiving functions such as transfers, loan payments, and account maintenance. The Call Center Representative will ensure that Pioneer's service standards are always met while diligently working towards delivering 'WOW' through exceptional service. Matches Pioneer's services and products to member's needs, and proactively seek new business with members or potential members by utilizing and participating in community events.
Essential Functions & Responsibilities Include:
Experience: Six months of similar or related experience.
Education: A high school education or GED
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others.
Other Skills: Must have excellent communication and written skills. Proficient with office equipment, personal computer, and Microsoft Office.
Physical Requirements: Very light physical effort. Typical of most office jobs. Work in comfortable positions.
Work Environment: Normal light, heat, air, and space in the work environment.
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