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)
Position Compensation Range:
$67,000.00 - $111,000.00Pay Rate Type:
SalaryCompensation may vary based on the job level and your geographic work location.
Job Description:
The Data Analyst position resides within the Enterprise Contact Center Shared Service (CCSS) Analytics division. Because CCSS is a relatively new organization within the Enterprise, there are many exciting opportunities to make an impact and help shape future growth.
This individual will support our Contact Centers as well as the CCSS by creating actionable performance management reports, uncovering insights through data analysis, developing data sources to support key initiatives, and collaborating across the enterprise to bring consistency. They will be a part of an agile team in which collaboration, empowerment, and growth are at the center.
Responsibilities:
Qualifications:
This position is a hybrid role that involves working a minimum of 10 days per month in the office. We know flexibility is important to our employees and their families, and we will continue to offer flexibility in this flex office/home role. This approach will guide us in balancing the needs of the business, customers and our employees.
In this flex/home role, you will be expected to work in an office a minimum of 10 days a month from one of the following offices:
Madison, WI 53738; Boston, Ma 02110; Denver, CO 80112; Eden Prairie, MN 55343; Keene, NH 03431; St. Joseph, MO 64507; Phoenix, AZ 85034; Nashville, TN.
Candidates must reside within a 50-mile radius of one of the office locations.
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This role is not eligible for sponsorship.
We encourage you to apply even if you do not meet all of the requirements listed above. Skills can be used in many different ways, and your life and professional experience may be relevant beyond what a list of requirements will capture. We encourage those who are passionate about what we do to apply!
We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.
We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
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