Contact Center Quality Analyst jobs in Danbury, CT
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)
Recently Added Contact Center Quality Analyst jobs
Director, National Field Service
- Quality Uptime Services
-
Bethel, CT
FULL_TIME
-
POSITION DESCRIPTION
This position
reports to the
VP, Business Operations
and
is responsible for
directly
leading
the
R
egional
M
anagers
and
F
ield
S
ervice
E
ngineers
, a
cross the country
. The Director of National Field Service w
ill
leve
rage
industry knowledge to
guide and
support
the evolving
needs
of
the
business
. This position will work closely with
multiple
internal teams
to
main
tain
quality standards
and
drive
excellence
.
DUTIES/ RESPONSIBILITIES
MANAGEMENT RESPONSIBILITES
- Work closely with other leaders to drive the strategic goals of the company.
- .
- and support Regional Manager meetings.
- Develop, schedule, run and support regional FSE meetings.
- Provide Executive level staff reports and updates on a requested basis.
- , as assigned by management.
Establish
meeting schedules with reports and leaders
hip
to
maintain
an actionable task list by region
Develop
,
run
,
The Director, National Field Service shall perform any other duties assigned to fulfill the Company's
objectives
PERSONNEL
MANAGEMENT
Manage
and enhance
Annual performance r
eviews
for direct reports and support regi
o
nal managers reviews of FSEs
to include
compensation reviews and budgeting
for all field personnel
in collaboration with the HR team
- .
- .
- pprove PTO requests for regional managers to ensure proper coverage and support.
- .
Review and approve e
xpenses
for regional managers to ensure compliance
to
standards
Review and a
Utilization
metrics tracking
Collaborate with
s
cheduling
leadership to improve efficiency
and balance of life for field
personnel
- .
TALENT DEVELOPMENT & GROWTH PLANNING
- Recruiting
Collaborate with Human Resources, VP of Business Operations, SVP of Field Support & Development as well as our approved recruiting firms
- .
- .
Identify
talent to satisfy needs in each region
- Create development road maps for field
personnel
Career path from
entry level
to
National Director of
Field Service
- .
- .
- their technical and soft skills.
Provide
positive messaging around
additional
training leading to career advancement
Mentor regional managers to
grow
TECHNICAL SUPPORT
Assist Sales Team with customer
equipment failures
requiring technical reviews / analysis
- .
- .
Assist Director, Technical
Operations with creation of
customer facing
Root Cause Analysis reports
Understand and s
upport
a SME
based
support model
and training program
for the Field Organization
developed by the SVP, Field Support & Development
- .
- .
- .
- portfolios.
M
onitor e-calls and
provide support to ensure no e-calls are missed and
assist
the team with
manag
ing
the process
to completion
to
drive excellence
Identify
trends in e-calls and flag them internally for further analysis to
provide
additional
value
to our clients
Continual analysis of spare parts need based on current customer
CUSTOMER SERVICE
Provide
- support to the Sales Team by reviewing new RFPs and equipment lists for labor requirements.
- .
- .
Attend
sales calls at customer sites, when
requested
Attend
internal & external meetings for new contract/account
kick offs
QUALIFICATIONS
R
e
lated field experience and/or tr
aining is preferred
in excess of 1
0
years
; or equivalent combination of education and
experienc
e
- .
- .
- .
- Must be proficient with job-related software and computer applications to consistently perform duties or requirements of the position.
Able to work independently and problem solve with minimal
assistance
Must be able to effectively present information, orally and written, and respond to questions from manager groups, boards, clients, customers, and
general
public
Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans
- .
- .
- .
- .
- .
Must be able to deal with a variety of people in varying situations with tact and diplomacy
Positive attitude and willing to
assist
as needed
Requires working both inside and outside the office with some irregular working hours
Travel is
required
inside and outside the company service area
Acts in a leadership
capacity
to
gain
understanding, support, and effective action
s
of others to achieve
objectives
- .
- .
- Builds collaborative team atmosphere.
- Takes charge and responds appropriately to unexpected situations.
- Develops relationships that enhance understanding, respect, and communication.
Sets and
maintains
high standards
- Deals effectively with conflict. Works as a team player. Displays fairness towards all subordinates.
- in coordinating efforts between support departments within the organization.
- Communicates clearly, accurately, professionally, thoroughly, and effectively.
- Uses resources to maximize productivity and efficiency.
- Plans, sets goals, and develops strategies to meet goals.
Manage and
assist
Efficiently uses time and energy.
- Proficiency at improving work methods and procedures as a means toward greater efficiency.
- Availability to travel as needed.
- .
Submits all required operational reports to management
in a timely manner
- 15 Days Ago
Solutions Delivery Project Specialist
- Quality Uptime Services
-
Bethel, CT
FULL_TIME
- Job Description: Solutions Delivery Project Specialist – Solutions Delivery Reports to Director, Solutions Delivery Overview : The Solutions Delivery Project Specialist will work with a dedicated team...
- 26 Days Ago
Collision Center Appraiser / Estimator
- Danbury Auto Collision Center
-
New Milford, CT
FULL_TIME
- We are looking for an Experienced Collision Center Advisor/Estimator to join our team. If you are looking for an excellent working environment and highly-productive shop, come and see what we have to ...
- 1 Month Ago
Quality Technician
- Actalent
-
Newtown, CT
OTHER
- A global leader in the semiconductor industry in the Northeast is hiring a skilled quality technician to join their team in Newtown, CT! \APPLY NOW!Quality Technician Description:- Experience in quali...
- Just Posted
Quality Manager
- Sealed Air
-
Danbury, CT
FULL_TIME
- SEE designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that i...
- 11 Days Ago
Child Care Center Cook
- BrightPath Early Learning & Child Care Career Center
-
Redding, CT
FULL_TIME
- Center: Redding, CT Pay Range: $15.69 - $16.00 per hour Job Type: Full-Time, Part-Time No evenings or weekends! Build your career in the early childhood education field and become a valued member of o...
- 25 Days Ago
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0 Contact Center Quality Analyst jobs found in Danbury, CT area
Cybersecurity Vulnerability Remediation Analyst
- TPG Staffing, LLC
-
Stamford, CT
- Cybersecurity Vulnerability Remediation Analyst Our client, a successful financial technology and services company, curr...
- 4/24/2024 12:00:00 AM
AVP, Marketing Cloud Developer
- Synchrony
-
Stamford, CT
- Job Description Role Summary/Purpose: The AVP, Marketing Cloud Developer L10 position will function as a Marketing Cloud...
- 4/24/2024 12:00:00 AM
Services Operations Anlayst
- Campaign Monitor
-
- The Company: Marigold helps brands foster customer relationships through the science and art of connection. Marigold Rel...
- 4/24/2024 12:00:00 AM
Trading Systems Operations Engineer (USA)
- Trexquant Investment
-
Stamford, CT
- Trexquant is a growing systematic fund manager with a core team of highly accomplished technologists. We are currently s...
- 4/24/2024 12:00:00 AM
AVP, Marketing Cloud Business Analyst
- Synchrony
-
Stamford, CT
- Job Description Role Summary/Purpose: The AVP, Marketing Cloud Business Analyst L11 position will function as a Senior M...
- 4/24/2024 12:00:00 AM
Physician (MD/DO) - Rheumatology - $285,000 per year in Norwalk, CT
- Locumjobsonline
-
Norwalk, CT
- LocumJobsOnline is working with CompHealth to find a qualified Rheumatology MD in Norwalk, Connecticut, 06850!Pay Inform...
- 4/24/2024 12:00:00 AM
Senior Manager, Commercial Analytics
- Genpact
-
Danbury, CT
- Role : Senior Manager, Commercial Analytics Demonstrated experience in pharma / life sciences, healthcare in the areas o...
- 4/23/2024 12:00:00 AM
Travel Nurse RN - Home Health - $2,073 per week
- Hiring Now!
-
Stamford, CT
- Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Stamford, Connecticut. Job...
- 4/23/2024 12:00:00 AM
About Danbury, Connecticut
Danbury is a city in Fairfield County, Connecticut, United States, located approximately 50 miles (80 km) northeast of New York City making it part of the New York metropolitan area. Danbury's population at the 2010 census was 80,893. Danbury is the fourth most populous city in Fairfield County, and seventh among Connecticut cities. The city is within the New York combined statistical area and Bridgeport metropolitan area.
The city is named for Danbury in Essex, England. It is nicknamed the "Hat City" because for a period in the nineteenth and early twentieth centuries it was the center of the...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$48,973 to $67,898
Danbury, Connecticut area prices
were up 1.7% from a year ago
were up 1.7% from a year ago