Contact Center Quality Analyst jobs in Cedar Falls, IA

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 Representative I Part-Time-Hybrid Remote Schedule
  • Veridian Credit Union
  • Cedar, IA PART_TIME
  • Contact Center Representative 1

    MUST LIVE IN THE CEDAR FALLS/WATERLOO IOWA OR SURROUNDING AREA

    Fluency in Spanish speaking welcome. Earn $1.50 more per hour worked!

    Part-Time (32-35 hr.) Flexible weekday schedule. Required 3 nights until 7pm and periodic Saturdays 9-1

    Hybrid Remote- 2 days in-office per week choosing from T/W/TH. Rest of the week working from home!

    3 weeks of paid training

    15.43 an hour

    https://www.veridiancu.org/belong/careers/benefits-overview

    JOB DESCRIPTION

    SUMMARY

    Under general supervision and in compliance with established policies and procedures, the Contact Center Representative I is responsible for providing superior member service by conducting transactions accurately, assisting members with their financial goals, and promoting Veridian products and services over the phone.

    ESSENTIAL FUNCTIONS

    • Provide quality interactions with inbound and outbound member calls that create an excellent service experience to promote the Veridian brand.
    • Understand and be familiar with Bank Secrecy Act (BSA) guidelines.
    • Conduct member transactions including: loan payments, deposits, withdrawals, transfers and SWBC payments.
    • Complete member requests including: opening certificates of deposit, processing wire transfers, ordering and blocking plastic cards, ordering checks, researching account information, initiation of direct deposit/ EFT/payroll deduction, etc.
    • Actively cross-sell credit union services by providing information to current, new and potential members.
    • Consistently achieve established monthly and annual sales and service goals.
    • Actively refer members to appropriate position and/or department within all Veridian Companies.
    • Maintain necessary departmental files, updating member/credit union information as required.
    • Prepare and maintain reports as required.
    • Maintain member confidence and protect operations by keeping information confidential.
    • Contribute to team effort by accomplishing related results as needed.
    • Proficient in answering member inquires surrounding: Online Banking, Mobile Banking, Remote Deposits, Bill Payment, Remote Transfers, etc.
    • Support at the first point of contact through problem solving skills and utilization of resources in the areas of card services, rate inquiries, ACH, and Account Resolutions.
    • Skilled in Member Contact Center software: EchoSign, SWBC, Jabber, Cisco Agent, ApplePay, etc.

    KEY ATTRIBUTES

    • Oral and written communication skills.
    • Member service focus.
    • Attention to detail and accuracy.
    • Positive attitude that supports a team environment.
    • Dependable and punctual; flexible during peak times.
    • High level of confidentiality.
    • Organizational skills.
    • Self-motivated; ability to work without close supervision.
    • Problem solving; analysis.

    PHYSICAL DEMANDS

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
    • Occasionally lift and/or move items over 10 pounds.
    • Remain sedentary (seated) for extended periods of time.

    WORKING CONDITIONS

    This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines.

    TRAVEL

    Limited travel expected.

    REQUIRED EDUCATION AND EXPERIENCE

    • High School Diploma.
    • Related work experience in customer service, preferably in a call center environment and/or at a financial institution.
    • Proficiency in electronic services.
    • Fluent computer skills in a Microsoft Windows Environment.

    OTHER DUTIES

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

    ABOUT VERIDIAN

    Veridian Credit Union provides equal employment opportunities to all employees and applicants for employment without regard to age, race, creed, color, sex, pregnancy, sexual orientation, gender identity, military service, national origin, religion, physical or mental disability, genetic information, or any other classifications protected by applicable federal, state or local laws.

  • 23 Days Ago

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Software Quality Assurance Analyst
  • SciPlay
  • Cedar, IA FULL_TIME
  • The Software QA Analyst will evaluate and execute procedures for maintaining high standards of quality, and reliability for all software developed for mobile and online distribution. This position is ...
  • 2 Days Ago

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Clinical Quality and Nursing Development Director
  • Floyd County Medical Center
  • Charles, IA FULL_TIME
  • Department: Nursing Hours: Fulltime (1.0 FTE - 80 hours per biweekly pay period) Description: Position Overview: The Clinical Quality and Nursing Development Director will coordinate the clinical qual...
  • 12 Days Ago

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Clinical IT Analyst (Ambulatory)
  • Floyd County Medical Center
  • Charles, IA FULL_TIME
  • Department: Clinical Informatics and Information Systems Hours: Fulltime Description: Position Overview: The Clinical IT Analyst (Ambulatory) troubleshoots, analyzes, develops, and maintains MEDITECH ...
  • 7 Days Ago

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Revenue Cycle IT Analyst
  • Floyd County Medical Center
  • Charles, IA FULL_TIME
  • View this post Department: IT / Clinical Informatics and Information Systems Hours: Fulltime 1.0 FTE, Monday - Friday Day Shift Description: Position Overview: The Revenue Cycle IT Analyst troubleshoo...
  • 12 Days Ago

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Clinical Systems Analyst 1.0 FTE
  • Waverly Health Center
  • Waverly, IA FULL_TIME
  • PRIMARY FUNCTIONS FTE: 1.0 PRIMARY FUNCTIONS Serves as the primary point of contact in the implementation, support and maintenance of assigned application software at the organization. Coordinates dev...
  • 15 Days Ago

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0 Contact Center Quality Analyst jobs found in Cedar Falls, IA area

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Travel Nurse RN - Med Surg - $1,749 per week
  • Adventist Health
  • Waterloo, IA
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Waterloo, Iowa. Job Descripti...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,749 per week
  • Adventist Health
  • New Hampton, IA
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in New Hampton, Iowa. Job Descri...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,749 per week
  • Supplemental Health Care
  • Waterloo, IA
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Waterloo, Iowa. Job Descripti...
  • 3/27/2024 12:00:00 AM

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Inventory Analyst
  • Bartech Group
  • Waterloo, IA
  • Location: Inventory Analyst in Waterloo, IA at The Bartech Group **Experience:** Not Specified **Job Description** **Job...
  • 3/25/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,918 per week
  • Adventist Health
  • Waterloo, IA
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Waterloo, Iowa. Job Descripti...
  • 3/24/2024 12:00:00 AM

Cedar Falls is a city in Black Hawk County, Iowa, United States. As of the 2010 census, the city population was 39,260. It is home to the University of Northern Iowa, a public university. Cedar Falls is located at 42°31′24″N 92°26′45″W / 42.52333°N 92.44583°W / 42.52333; -92.44583 (42.523520, −92.446402). According to the United States Census Bureau, the city has a total area of 29.61 square miles (76.69 km2), of which, 28.75 square miles (74.46 km2) is land and 0.86 square miles (2.23 km2) is water. Natural forest, prairie and wetland areas are found within the city limits at the Hartma...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$40,025 to $55,487
Cedar Falls, Iowa area prices
were up 0.8% from a year ago