Contact Center Quality Analyst jobs in Greensboro, NC
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
Contact Center Associate
- Fort Bragg Federal Credit Union
-
Liberty, NC
FULL_TIME
-
Highly competitive compensation package offered
Stay Bonus offered for select positions.
ONSITE POSITIONPurpose:
Working within the Contact Center, provides internal and external member service to all levels of present and potential members in regard to deposit, investments products and services along with other account services offered by the Credit Union. Matches product solutions to member needs and makes recommendations as appropriate. Actively participates in successfully achieving Credit Union goals and assisting members with their transactions.
Primary Duties and Responsibilities:- Interviews and interacts with members and potential members via phone, e-mail and other electronic platforms as appropriate regarding all Credit Union services, member eligibility, benefits and responsibilities.
- Uncovers member needs and provides solutions by offering Credit Union products and services on all deposit products and responds to questions and provides basic information and referrals for potential loan products or solutions.
- Complies with Key Performance indicators, metrics and standards such as adherence to schedule, average handle time, average speed of answer, quality scores and others as determined by management.
- Participate in meeting the goals and objectives set by the Board of Directors and Management as well as meeting departmental goals.
- Troubleshoots and fields questions and/or problems that members may be having, provides instruction for on-line banking and other ancillary services in a timely and efficient manner.
- Required to be completely familiar with and maintain detailed knowledge of the products and services offered by the Credit Union.
- Assists members with updates to accounts (address changes, name changes) following proper security vetting procedures.
- Must have a working knowledge of the overall Credit Union operations computer system and usage.
- Assists members in the reconciliation of their accounts, issues stop payment notices, and other exception items. Monitors overdraft reports and determines if overdrawn accounts can be collected. Makes necessary transfers from accounts.
- Responsible for following all Credit Union policies and procedures and maintaining proper security over member information and transactional activity.
Other Duties and Responsibilities:- Must be able to cross sell all CU products and services to our members in order to increase overall product penetration.
- On an as needed basis may participate in offsite business functions as a representative of the Credit Union.
- Balance, verify and review various accounts, reports and systems as assigned by management.
- Routinely conduct outbound calls to members and non-members in an effort to acquire new business.
- Performs other duties as assigned by management.
Minimum Qualifications:- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum level of knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Training:- High School Diploma.
- On an annual basis is required to complete mandatory Bank Secrecy Act, OFAC and Red Flag Identity Theft training.
Prior Experience:- 1-3 years member service and/or Contact center experience.
Interpersonal Skills:
Courtesy, tact and diplomacy are essential elements of the job. Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.
Other Special Skills and Abilities:- Must have the ability to communicate effectively with members through electronic means (email, internet chat, etc.) and by telephone and must project a positive, professional and cooperative approach when interacting with members.
- Must have good verbal and written communication skills, listening skills, problem analysis and solving skills and participate and promote a team environment.
- Must have basic knowledge regarding loan guidelines, procedures, and policies to effectively refer applicants to a Specialist and/or the Loan Center.
- Must be willing to “reach out” and call members to solicit new accounts and loan business.
- May be assigned to work at any branch location including One Stop/Personnel Services Center at Fort Bragg.
- Ability to work with a variety of software applications.
- Specifications may be waived at the discretion of Credit Union Management.
Physical Demands:- The need for physical stamina is low to moderate.
Working Conditions:
Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs.Disclaimer:
The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Fort Liberty Federal Credit Union believes the essential functions of the job are included in this description. Management has discretion to add or modify duties of the job and to designate other functions as essential at any time. - 21 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Mebane, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 24 Days Ago
Contact Center Representative
- Jackson Hewitt - 3164
-
Burlington, NC
FULL_TIME
- At Jackson Hewitt, and its independently owned and operated franchisees, we provide an invaluable service in guiding our clients through the tax codes, rules, and processes. We do this with integrity,...
- 24 Days Ago
Quality Control Laboratory Analyst
- Procter & Gamble | Plant Technician
-
Summit, NC
OTHER
- Do you have a passion for working in a laboratory? Do you thrive in a dynamic environment? We’re looking for great teammates that have these qualities and want to make a difference by cultivating good...
- 2 Days Ago
Quality Plus Assistant Store Manager
- Quality Plus/GOGAS by Quality Oil Company LLC
-
Graham, NC
FULL_TIME
- Great Opportunities!! Safe Environment -- Flexible schedules -- Bi-weekly Pay - Full Benefits!! Position Summary Quality Plus Assistant Managers are responsible assisting in the overall operation of t...
- Just Posted
Plumber Apprentice
- Quality Service Today, LLC
-
Mebane, NC
FULL_TIME
- The Role We’re looking for exceptional Plumbing apprentices who can deliver world-class customer service. thats outgoing and self-motivated, who enjoys hard work, apply online at Getqualityservicetoda...
- 19 Days Ago
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0 Contact Center Quality Analyst jobs found in Greensboro, NC area
Travel Nurse RN - Telemetry - $1,926 per week
- Hiring Now!
-
Greensboro, NC
- Supplemental Health Care is seeking a travel nurse RN Telemetry for a travel nursing job in Greensboro, North Carolina. ...
- 4/23/2024 12:00:00 AM
Digital Marketing Strategist
- Beacon Technologies
-
Greensboro, NC
- Beacon has an immediate opening for an experienced Digital Marketing Strategist. The ideal candidate will have well-roun...
- 4/23/2024 12:00:00 AM
Travel Nurse RN - Home Health - $1,884 per week
- Hiring Now!
-
Greensboro, NC
- Supplemental Health Care is seeking a travel nurse RN Home Health for a travel nursing job in Greensboro, North Carolina...
- 4/22/2024 12:00:00 AM
Application Analyst II (EPIC Ambulatory)
- Cone Health
-
Greensboro, NC
- Overview: Provides technical application support for complex clinical or business applications in the healthcare environ...
- 4/22/2024 12:00:00 AM
Director of SEO (Search Engine Optimization)
- Beacon Technologies
-
Greensboro, NC
- Beacon Technologies has an immediate opening for an experienced digital marketing leader to head our SEO team as the Dir...
- 4/22/2024 12:00:00 AM
EHR Reporting Analyst
- Beth Israel Lahey Health
-
Burlington, NC
- **When you join the growing BILH team, you're not just taking a job, youre making a difference in peoples lives.****Job ...
- 4/22/2024 12:00:00 AM
Travel Physical Therapist - $1,832 per week
- Hiring Now!
-
Reidsville, NC
- Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Reidsville, North Carolina. Job Desc...
- 4/22/2024 12:00:00 AM
Real-Time Crime Center Crime Analyst
- City of High Point, NC
-
High Point, NC
- Salary: $57,100.16 - $77,496.64 Annually Location : High Point, NC 27260 Job Type: Full-Time Job Number: 6895 Department...
- 4/21/2024 12:00:00 AM
About Greensboro, North Carolina
Greensboro (/ˈɡriːnzbʌroʊ/ (listen); formerly Greensborough) is a city in the U.S. state of North Carolina. It is the 3rd-most populous city in North Carolina, the 68th-most populous city in the United States, and the county seat and largest city in Guilford County and the surrounding Piedmont Triad metropolitan region. As of the 2010 census, the city population was 269,666, and in 2015 the estimated population was 285,342. Three major interstate highways (Interstate 40, Interstate 85, and Interstate 73) in the Piedmont region of central North Carolina were built to intersect at this city.
In ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$41,812 to $57,969
Greensboro, North Carolina area prices
were up 1.5% from a year ago
were up 1.5% from a year ago