Contact Center Quality Analyst jobs in Louisville, KY

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
  • Service One Credit Union
  • Bowling Green, KY FULL_TIME
  • Position Summary

    This position is responsible for consistently providing exceptional service to our members in person, by telephone and / or through online communication.

    Provides members with timely, courteous and professional paying and receiving services. Responsible for performing a broad variety of financial services such as resolving member inquires, providing account information and resolving or referring electronic services issues.

    Actively builds relationships with new, existing and prospective members and cross-sells products and services using consultative selling techniques.

    Demonstrates teamwork through positive interaction and cooperation with fellow associates, members of management and other departments.

    Supports and promotes the Credit Union's Vision, Mission and Core Values.

    Primary Responsibilities

    In addition to proficiency in all Teller duties and responsibilities, this position will also be responsible for the following :

    • Welcomes and serves members in a friendly and courteous manner, thanking the member for their business and using the member's name during the call.
    • Provides member services such as checkbook orders, stop payments, etc.
    • Performs opening and closing procedures for main vault and branch.
    • Thinks critically, empathizes with the member, and escalates issues when an equitable resolution cannot be obtained.
    • Strives for first call resolution, but may require research, follow-up, and return calls.
    • Complies with member identification procedures and exercises discretion when dealing with confidential information.
    • Provides account information and processes member requests for statement copies.
    • Performs general account maintenance on member accounts, such as address changes.
    • Assists members with closing accounts.
    • Ensures compliance with all applicable regulatory requirements.
    • Maintains a proficient knowledge of all Credit Union products and services.
    • Asks appropriate questions to obtain an understanding of members' needs and recommend products and services that may benefit the member and meet the Credit Union's corporate goals.
    • Handles complex account servicing issues, account maintenance and troubleshooting including fraud.
    • Assists in the set-up of Home Branch accounts.
    • Resolves or refers electronic service issues including, Home Branch, Bill Pay, Remote Deposit Capture, Debit Cards, and Credit Cards.
    • Orders debit cards and assists members in filing debit card disputes as well as inform member of the time frames associated with debit card claims.
    • Accepts telephone loan payments on member accounts and quotes consumer loan payoffs.
    • Actively works to achieve personal, departmental, and organizational sales and service goals.
    • Confers with other departments to resolve member questions and concerns.
    • Understands and complies with federal, state, and other rules and regulations relating to products and services.
    • Performs such duties as may be required from time to time for the overall management and operation of the Credit Union.

    Educational / Experience Requirements

    • High school diploma or GED.
    • Minimum two years of similar or related experience including customer service experience.
    • Minimum two years of previous Teller / Member Service Specialist experience preferred.
    • Call Center or switchboard operator experience a plus.

    Qualifications

    • Must be able to speak, read, write and understand English
    • Basic clerical skills and knowledge of general office equipment.
    • Good mathematical skills and business aptitude.
    • Excellent verbal and written communication skills.
    • Demonstrated professional telephone skills.
    • Positive, outgoing personality and a "can-do" attitude.
    • Ability to make decisions and solve problems timely.
    • Proficient computer skills and the ability to work in Window-based systems / Microsoft applications.
    • Bilingual language skills a plus.
    • Ability to work various schedules and on Saturdays as needed.
    • Ability to travel to other branches as needed.

    Job Posted by ApplicantPro

    Last updated : 2024-03-24

  • 3 Days Ago

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Contact center associate
  • WesBanco Bank, Inc.
  • Albany, IN FULL_TIME
  • Requirements High school diploma or GED. Minimum of one year of banking or financial services in a customer service role preferred. Previous contact center experience preferred Job Description This po...
  • 25 Days Ago

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Contact center manager
  • Demo - Maximus
  • Jeffersonville, IN FULL_TIME
  • CCRegionalManager Minimum of 2-3 years of Medicaid Eligibility experience. Minimum of 2-3 years of contact center management experience. Job Summary The selected candidate will be a key resource in th...
  • 3 Days Ago

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Contact Center Rep
  • Republic Bank & Trust Co
  • Louisville, KY FULL_TIME
  • “Republic Bank believes in the development and advancement of our associates. We offer the opportunity to learn all aspects of the company to prepare for future advancement. Come join our team for a c...
  • 10 Days Ago

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Intern - Contact Center
  • Republic Bank & Trust Co
  • Louisville, KY INTERN
  • “Republic Bank believes in the development and advancement of our associates. We offer the opportunity to learn all aspects of the company to prepare for future advancement. Come join our team for a c...
  • 28 Days Ago

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Capital Project Compliance Analyst
  • 10000665 - Compliance Analyst
  • Vernon, IN FULL_TIME
  • The AstraZeneca Mt. Vernon site was established in 1972 and is the flagship site delivering innovative, life changing oral solid medicines. At the site we formulate and pack OSD tablets and capsules f...
  • 13 Days Ago

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0 Contact Center Quality Analyst jobs found in Louisville, KY area

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Talent Analyst
  • Vaco
  • Louisville, KY
  • Welcome to Vaco – an uncommon company with an empowered culture. At Vaco, we welcome talented innovators seeking a colla...
  • 3/28/2024 12:00:00 AM

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Ag Retail Loan Servicing Analyst
  • The Judge Group
  • Louisville, KY
  • Farm Credit Mid-America is a financial services cooperative serving financial needs of farmers and rural residents in Ar...
  • 3/28/2024 12:00:00 AM

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Customer Support Analyst II
  • GHX Company
  • Louisville, KY
  • ** Customer Support Analyst II** **Job Category****:** Customer Operations **Requisition Number****:** CUSTO02631 Showin...
  • 3/28/2024 12:00:00 AM

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Customer Experience Analyst
  • Republic Bank
  • Louisville, KY
  • ** Customer Experience Analyst** **Job Category****:** Republic Processing Group **Requisition Number****:** CUSTO003172...
  • 3/28/2024 12:00:00 AM

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Director, Recommendation Engine
  • Humana
  • Louisville, KY
  • Become a part of our caring community and help us put health first The Director, Omnichannel Recommendation Engine leads...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - CVICU - $2,050 per week
  • Adventist Health
  • Louisville, KY
  • Supplemental Health Care is seeking a travel nurse RN CVICU for a travel nursing job in Louisville, Kentucky. Job Descri...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Oncology - $2,183 per week
  • Adventist Health
  • Louisville, KY
  • Supplemental Health Care is seeking a travel nurse RN Oncology for a travel nursing job in Louisville, Kentucky. Job Des...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - PCU - Progressive Care Unit Med Surg - $2,153 per week
  • Adventist Health
  • Louisville, KY
  • Supplemental Health Care is seeking a travel nurse RN PCU - Progressive Care Unit Med Surg for a travel nursing job in L...
  • 3/28/2024 12:00:00 AM

Louisville and Jefferson County have a combined area of 397.68 square miles (1,030.0 km2), of which 380.46 square miles (985.4 km2) is land and 17.23 square miles (44.6 km2) (4.33%) is covered by water. Louisville is southeasterly situated along the border between Kentucky and Indiana, the Ohio River, in north-central Kentucky at the Falls of the Ohio. Although situated in a Southern state, Louisville is influenced by both Southern and Midwestern culture. It is sometimes referred to as either one of the northernmost Southern cities or as one of the southernmost Northern cities in the United St...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$42,144 to $58,424
Louisville, Kentucky area prices
were up 1.2% from a year ago