Contact Center Quality Analyst jobs in Madison, WI

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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Data Analyst, Contact Center Analytics(Flex Home/Office)
  • Homesite
  • Madison, WI FULL_TIME
  • 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.

    Position Compensation Range:

    $67,000.00 - $111,000.00

    Pay Rate Type:

    Salary

    Compensation 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:

    • Develop actionable performance management reports for the Contact Center and back-office teams.
    • Manage the monthly Contact Center incentive process as well as ongoing maintenance.
    • Analyze Contact Center metric trends to uncover insights. Build and deliver compelling presentations of analyses.
    • Support the development of future-state tools and data.
    • Create and monitor resolution plans to increase customer satisfaction, KPIs, and other strategic/business decisions.
    • Build relationships with team members and all supported customers. Act as a liaison to identify opportunities and implement solutions.
    • Execute and ensure compliance of excellence standards, policies, procedures, and data governance.

    Qualifications:

    • 3 years of relevant work experience with a Bachelor's Degree or an Advanced Degree.
    • Ability to independently run complex analytical projects from data gathering through analysis.
    • A strong understanding of how to gather data across diverse data sources.
    • Demonstrate an appetite and aptitude to solve business challenges.
    • Intermediate to advanced SQL scripting.
    • Demonstrated ability to effectively convey data insights via visualization tools (Tableau preferred) and presentations.
    • Excellent written, verbal, and interpersonal communication skills. Comfortable with speaking to internal and external partners at all levels.
    • Able to effectively communicate complex subject matter to non-technical audiences.
    • Active listener, customer focused, relationship builder, team player.
    • Ability to work well and accept challenges in a fast-paced, dynamic organization.

    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.

    #LI-Hybrid

    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.

    #LI-AL1

     

  • 3 Days Ago

F
Quality Control Analyst
  • Fujifilm
  • Madison, WI OTHER
  • Overview Fujifilm Cellular Dynamics, Inc. (FCDI) is recruiting for an additional Quality Control Analyst to support our continued growth. The QC team supports manufacturing efforts that include cell t...
  • 1 Month Ago

J
Quality Assurance Analyst - 2nd Shift
  • JONES DAIRY FARM.
  • Fort Atkinson, WI FULL_TIME
  • Manufacturer of Premium Meat Products in Fort Atkinson Jones Dairy Farm, a family owned and operated business for over 130 years, is seeking a 2nd Shift Quality Assurance Analyst. This is an excellent...
  • 1 Day Ago

S
Financial Analyst
  • Southwest Health Center
  • Platteville, WI FULL_TIME
  • Job Title Financial Analyst Posting Date February 27, 2024 Requirements Bachelor’s degree required (Business, Finance, or Sciences). Experience in a healthcare setting/revenue cycle preferred. Profici...
  • 25 Days Ago

2
New Home Quality Reviewer
  • 2M Quality
  • Stoughton, WI PART_TIME
  • This is a part time, 1099 position. Job duties include: Looking at newly built homes from a customer's perspective to identify defects in workmanship, quality, completeness, consistency, and professio...
  • 20 Days Ago

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Deloitte Consulting, US Delivery Center, Solution Analyst
  • Giant Machines Software
  • Madison, WI OTHER
  • Interested in creating mission critical solutions? Together with our other delivery centers around the world, we provide design, development, and sustainment services for our clients, both pre- and po...
  • 3 Days Ago

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0 Contact Center Quality Analyst jobs found in Madison, WI area

A
Senior Income Tax Analyst - Remote
  • Avnet
  • Madison, WI
  • **Who We Are:** At Avnet, relationships matter. We are a global, FORTUNE 500 technology distributor and solutions compan...
  • 3/28/2024 12:00:00 AM

C
SAP Enterprise Architect
  • Concentrix
  • Madison, WI
  • Job Title: SAP Enterprise Architect Job Description Your Journey at Concentrix + Webhelp Starts Here: At Concentrix + We...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - PCU - Progressive Care Unit - $2,193 per week
  • Adventist Health
  • Madison, WI
  • Supplemental Health Care is seeking a travel nurse RN PCU - Progressive Care Unit for a travel nursing job in Madison, W...
  • 3/28/2024 12:00:00 AM

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Senior Software Engineer, Android
  • Capital One
  • Madison, WI
  • Center 1 (19052), United States of America, McLean, Virginia Senior Software Engineer, Android Do you love building and ...
  • 3/26/2024 12:00:00 AM

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Sr. Software Engineer (Android)
  • Capital One
  • Madison, WI
  • Center 1 (19052), United States of America, McLean, Virginia Sr. Software Engineer (Android) Are you excited by travel? ...
  • 3/26/2024 12:00:00 AM

A
Senior Enterprise Application Developer
  • Alliant Energy
  • Madison, WI
  • Bring YOUR energy to Alliant Energy! At Alliant Energy, our purpose is to serve customers and build stronger communities...
  • 3/26/2024 12:00:00 AM

F
ERP Business Analyst
  • Franklin Electric
  • Madison, WI
  • ERP Business Analyst Department: IT Employment Type: Full Time Location: US - Wisconsin - Madison Reporting To: Ricardo ...
  • 3/25/2024 12:00:00 AM

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Security Analyst - Remote
  • INTELLISWIFT INC
  • Madison, WI
  • Job ID: 24-01462 Job Title: Security Analyst Location: Remote Duration: 9 months Contract Type: W2 only Pay Rate Range: ...
  • 3/24/2024 12:00:00 AM

Madison is located in the center of Dane County in south-central Wisconsin, 77 miles (124 km) west of Milwaukee and 122 miles (196 km) northwest of Chicago. The city completely surrounds the smaller Town of Madison, the City of Monona, and the villages of Maple Bluff and Shorewood Hills. Madison shares borders with its largest suburb, Sun Prairie, and three other suburbs, Middleton, McFarland, and Fitchburg. Other suburbs include the city of Verona and the villages of Cottage Grove, DeForest, and Waunakee as well as Mount Horeb, Oregon, Stoughton, and Cross Plains among others. According to th...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$43,499 to $60,304
Madison, Wisconsin area prices
were up 1.3% from a year ago