Contact Center Quality Analyst jobs in High Point, 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

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Real-Time Crime Center Crime Analyst
  • City of High Point
  • High Point, NC FULL_TIME
  • Under the general supervision of the Real Time Crime Center Supervisor, performs fast paced technical work conducting open-source internet investigations to include social media. Manages multiple databases and software utilized in the Real Time Crime Center. Locates and distributes real-time data to appropriate personnel. Research requests for information and related works as apparent or assigned. 

    The Real-Time Crime Center Crime Analyst will develop/possess a strong understanding of available resources (primarily technological in nature) that can be utilized to impact crime. The employee must have the ability to research what is needed within those resources, as well as the ability to communicate that information to units/divisions within the department that can best use the information in proactive enforcement and/or criminal investigative efforts.
    • Will work in concert with RTCC sworn detectives, supporting HPPD patrol and investigative functions by immediately leveraging available technological resources to address crime and critical incidents.
    • Use multiple systems for real-time tracking of possible crimes in progress and tracking suspects. Communicating with officers/dispatchers while tracking the movement of suspects.
    • Complete reports in criminal reporting databases for documentation of real-time and follow-up investigations.
    • Research, analyze, evaluate, and correlate criminal intelligence information to determine the source reliability, accuracy, and integrity; to develop investigative leads and links; and distinguish patterns and trends.
    • Conducts research and investigations on behalf of the RTCC using the following resources: National Crime Information Center (NCIC), eWarrants, LexisNexis, Administrative Office of the Courts (AOC), Fusus, license plate readers (LPR), Division of Motor Vehicles (DMV), LiNX, among others. 
    • Uses open-source internet resources to conduct investigations. 
    • On behalf of the RTCC, prepare information packets based on investigations performed. 
    • Acts as a liaison to outside agencies and other law enforcement agency’s Real Time Crime Centers including the Fusion Center; fulfills and answers their requests and questions. 
    • Designs and develops statistical reporting and GIS map projects to address departmental management objectives. 
    • Performs strategic analysis of information and statistical reporting and proactively monitors crime patterns. 
    • Extracts and analyzes public safety data to identify and document crime patterns and trends, high crime areas, and peak workload periods. 
    • Designs and develops graphs, tables, maps, and supporting documentation for internal and external requests such as benchmark analysis, accreditation, and grant applications and reporting.
    • Must have a valid driver’s license and will be subject to call back after hours. This position could be subpoenaed to testify in court.

     Qualifications
    • An associate's degree in Criminal Justice, or a related field and 2 at least years of work experience in crime analysis, law enforcement, intelligence, or related field.
    • Ability to maintain a high degree of confidentiality with an understanding of general practices related to legal records management, data protection, and privacy/confidentiality.
    • Requires a high degree of computer literacy and relational database concepts.
    • Requires experience in data analysis, research methods, and statistics, preferably in a law enforcement capacity.
    • Requires the ability to effectively communicate orally and in writing ideas/concepts, findings/results, interpretations, and evaluations. The position requires high levels of interaction with patrol and investigative personnel, including talking on the radio.
    Preferred Skills
    • Experience utilizing law enforcement databases and technology such as Video Management systems, License Plate Readers, Electronic Monitoring systems, Computer Aided Dispatch systems, Police Reporting Databases, and Security System Tracking systems.
    • Knowledge of collection and research techniques of various social media preferred.
    • Strong problem-solving skills with an interest and ability to conduct analysis.
    • Academic and/or working experience with GIS; experience with ESRI products preferred.  
    • Knowledge of internet-based research, crime management systems, and open source/social media platforms and databases.
    • Experience performing complex real-time criminal intelligence research and analysis work.

    Physical Requirements
    Hearing/Speaking - Expressing and/or receiving information by means of spoken word are both necessary to converse with internal and external customers including co-workers, citizens, and applicants.
    Visual Abilities – the ability to perceive via eyesight is required for this position:
    • Acuity, far – clarity of vision at 20 feet or more. Must be able to see from a distance when administering and observing employment tests, operating a motor vehicle, or addressing an audience.
    • Acuity, near – clarity of vision at 20 inches or less. Must be able to see work-related business documents close at hand.
    • Depth perception – Three-dimensional vision and the ability to judge distance and space relationships.
    • Field of Vision – the area that can be seen up and down or to the right or left while eyes are focused on one point. Must be able to see a wide span of area.
    • Accommodation – Must be able to adjust the eye lens to glance quickly.
    Physical Strength – degree of physical demands typically associated with this position include:
    • Light Work
      • Exerting up to 50 pounds of force occasionally; and/or
      • Exerting up to 10 pounds of force frequently; and
      • A negligible amount of force constantly to handle or move materials related to the position.
    • Type of Physical Demands
      • Reaching - Extending the hand(s) or arm(s) in any direction.
      • Handling - Seizing, holding, grasping, turning, or otherwise working with hand(s).
      • Fingering - Picking, pinching or otherwise working with fingers primarily rather than the entire hand or arm.
    Mental Activity/Requirements
    Reasoning:
    • Ability to apply principles of logical thinking combined with knowledge of principles and practices of public personnel and employment laws to work tasks and handle practical situations, comprehend, and respond to a variety of situations in a timely fashion and exercise good judgment.
    Mathematics Ability:
    • Using arithmetic and/or Statistics: Ability to direct and oversee the use of arithmetic and/or statistics in the preparation of a variety of tests and reports.
    Language Ability:
    • The ability to speak, read and write the English Language are required for this position.
    Environmental Conditions
    Physical Surroundings:
    • The Human Resources Analyst is subject to working inside or outdoors.
    Hazards:
    • There are no occupational hazards typically associated with this position.
    Machinery/Tools/Work Aids/Other Equipment:
    • Equipment regularly associated with office-based work.
     
    Our Commitments
    The City of High Point is committed to be an Equal Opportunity Employer which celebrates diversity and seeks to attract and retain the best qualified partners in service to the Citizens of the City of High Point. The City of High Point is an at-will employer and employees may be terminated or may terminate their employment at any time with or without reason for any reason not prohibited by law.

    The City of High Point is committed to classifying and compensating its employees fairly and equitably for the work they do weighed with both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this “living document” as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.

    The City of High Point is committed to providing a safe, comfortable working environment to all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a physical to determine whether they will be able to safely complete the essential functions of the job with or without a reasonable accommodation (b.) a drug screening, in accordance with the City’s drug and alcohol policy and (c.) a background screening to determine whether there is any current, pending or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Successful results from all three of these conditions will result in an offer of employment.
  • 27 Days Ago
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Center Human Resource Manager
  • Meridian Center
  • High Point, NC FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. We are changing how ca...
  • 22 Days Ago
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!!!!!Lube and tire tech hiring now!!!!!
  • Quality tire & automotive, inc.
  • Thomasville, NC FULL_TIME
  • looking for someone to do tires, oil changes, flat repairs, inspections etc... we are open 6 days a week Saturdays are a must with a day off during the weekif you have inspection license will pay more...
  • 16 Days Ago
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Service Manager Needed - Winston Salem
  • Quality Oil Company, LLC
  • Thomasville, NC FULL_TIME
  • Job Requirements: Prior experience with fuel oil, propane, and customer service is a plus: Prior supervisory experience Customer service oriented Excellent communication skills – both verbal and writt...
  • 9 Days Ago
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Quality Technician
  • PACKRITE LLC
  • High Point, NC OTHER
  • Job Details Job Location: High Point - High Point, NC Salary Range: Undisclosed DescriptionSUMMARY/OBJECTIVE The Quality Technician is primarily responsible for working with the QA and Production empl...
  • 5 Days Ago
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Quality Coordinator
  • Randolph Health
  • Asheboro, NC FULL_TIME
  • The Quality Coordinator is responsible for all clinical Quality Metrics and Care Gaps associated with Randolph Health Medical Group. This position reports to and supports the Quality Manager, and the ...
  • 9 Days Ago
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0 Contact Center Quality Analyst jobs found in High Point, NC area

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Forklift Operator / Order Selector
  • The Reserves Network
  • Thomasville, NC
  • Job Description Job Description Play a critical role in the dynamic distribution / warehouse industry when you become a ...
  • 4/25/2024 12:00:00 AM
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Application Database Administrator ll (Oracle)
  • Old Dominion Freight Line
  • Thomasville, NC
  • Additional Job Description Responsible for creating and managing both Logical and Physical database architectures, encom...
  • 4/25/2024 12:00:00 AM
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EDI Business Analyst
  • Old Dominion Freight Line
  • Thomasville, NC
  • Job Summary This position will be responsible for the functional design, testing, and implementation of business applica...
  • 4/25/2024 12:00:00 AM
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Senior Epic Willow Inpatient/Ambulatory Analyst
  • TEKsystems
  • Greensboro, NC
  • This position is 100% REMOTE (within the approved states; Alabama, Delaware, Florida, Georgia, Indiana, Louisiana, Michi...
  • 4/25/2024 12:00:00 AM
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Data Integration Analyst lll (Hybrid)
  • Old Dominion Freight Line
  • Thomasville, NC
  • Additional Job Description Lead the Data Integration Analysts on a daily basis and provide technical expertise to create...
  • 4/24/2024 12:00:00 AM
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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
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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
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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
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About High Point, North Carolina

High Point is a city located in the Piedmont Triad region of the state of North Carolina. Most of the city is located in Guilford County, with portions spilling into neighboring Randolph, Davidson, and Forsyth counties. High Point is North Carolina's only city that extends into four counties. As of the 2010 census the city had a total population of 104,371, with an estimated population of 108,629 in 2014. High Point is currently the ninth-largest municipality in North Carolina, and the 259th largest city in America. High Point is known for its furniture, textiles, and bus manufacturing. The ci...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$42,212 to $58,524
High Point, North Carolina area prices
were up 1.5% from a year ago
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