Contact Center Quality Analyst jobs in Miami, FL

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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Call Center Supervisor
  • Inktel Contact Center Solutions
  • Doral, FL FULL_TIME
  • Driven by our Passion for People, our Operations Supervisors are experts in coaching, training and bringing the best out of our agents. Developing talent is their bread and butter—and our Ops. Supervisors consistently perform at a high level. They report directly into the Site Director of their respective sites. They are primarily responsible for coaching their team of agents, developing talent, monitoring wait times, reporting on key metrics and managing escalations.

     

    Ultimately, we bring people together. Whether it be our clients, their customers, our colleagues or our non-profit partners—we can’t resist the fun of working with people. Each connection, each relationship matters. To STRIVE to be a part of something greater is in our DNA—and we don’t use the word “strive” lightly. It embodies what we value.

     

    Qualifications:

    • Proven track record of ALL of the following:
      • [S]ervice
      • [T]enacity
      • [R]esponsibility
      • [I]ntegrity
      • [V]ersatility
      • [E]ntrepreneurship
    • Amazing combination of nimble thinking, high energy, passion and persistence: resourcefulness
    • Empathetic and active listening
    • Excellent communication skills: concision and clarity
    • Passion for coaching, providing feedback and developing talent
    • Positive outlook and enthusiastic attitude
    • Conscientious team player
    • Driven by delivering results
    • Professional demeanor, put together
    • Dependable and consistent
    • 2-5 years of contact center or customer service experience with a minimum of two years in a leadership/management role
    • Thrives in a fast-paced environment with changing priorities and goals

     

    Responsibilities:

    • Model Inktel’s Passion for People in every interaction.
    • Lead a team of 15-20 direct reports; coach, develop, and motivate them to ensure that they are providing world-class customer service on all customer interactions, delivering on their commitments, and maximizing their potential.
    • Implement strategies to keep attrition low.
    • Oversee the day-to-day operation of your assigned program and ensure that program goals, such as service level, quality, and staffing, are met.
    • Drive a culture of accountability, continuous improvement, and personal excellence.
    • Communicate key messages effectively to ensure that direct reports are well informed about issues that may impact them or their customers.
    • Prioritize objectives with little-to-no assistance, find issues and create and execute on solutions that address those issues.
    • Work constructively with other departments, such as client services, quality assurance, training, and recruiting, to share ideas and leverage best practices.
    • Develop and audit quality assurance strategies to ensure the delivery of world-class service.

     

    Salary & Benefits:

    The compensation package for this position includes a competitive base salary commensurate with experience, as well as a comprehensive benefits package of medical, dental, short/long term disability, life insurance, personal time off, and a 401K plan.

     

    Inktel is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

  • 7 Days Ago

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Onsite - Call Center Supervisor - (#DEX)
  • Inktel Contact Center Solutions
  • Doral, FL FULL_TIME
  • We are seeking an onsite Supervisor. Key Information & Qualifications Hours of operation - 7am to 11pm - 7 days a week Working knowledge of call center KPI's and how to drive productivity through a te...
  • 3 Days Ago

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Contact center representative
  • Educational Federal Credit Union
  • Miami, FL FULL_TIME
  • Answers calls and greets members appropriately according to MCC monitoring and coaching standards, provides general information regarding Credit Union products and services, handles a high volume of c...
  • 19 Days Ago

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Contact center associate
  • Hershey Insurance Group
  • Miami, FL FULL_TIME
  • The primary duties of this position involve placing and receiving professional phone calls to support new business and client service initiatives. A key component of this position is projecting a frie...
  • 17 Days Ago

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Contact Center Representative I
  • EdFed
  • Miami, FL FULL_TIME
  • • Answers calls and greets members appropriately according to MCC monitoring and coaching standards, provides general information regarding Credit Union products and services, handles a high volume of...
  • 28 Days Ago

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Small Account 1099 - 1300
  • Inktel Contact Center Solutions
  • Doral, FL FULL_TIME
  • Voted “Best Place to Work in FL”* by the Sun Sentinel! We are seeking Customer Service Representatives that share our passion for providing service excellence. At Inktel, we are driven by our passion ...
  • 1 Month Ago

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0 Contact Center Quality Analyst jobs found in Miami, FL area

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Clerical - Analytics
  • All Medical Personnel
  • Miami, FL
  • Position: Pre-Analytical Assistant Job Description: Pre-Analytical Assistant is responsible for general support function...
  • 3/29/2024 12:00:00 AM

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Systems Network Analyst, Senior - Customer Service Desk
  • Broward County, FL
  • Fort Lauderdale, FL
  • Salary : $78,881.95 - $125,895.00 Annually Location : Plantation, FL Job Type: Full-Time Job Number: 1412004 Department:...
  • 3/28/2024 12:00:00 AM

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Lab - Phlebotomist
  • All Medical Personnel
  • Miami, FL
  • Position: Phlebotomist Job Description: Experience doing blood draws, labeling specimens, centrifuging specimens, record...
  • 3/28/2024 12:00:00 AM

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Turnaround Accounts Payable Analyst
  • Generis Tek Inc.
  • Miami, FL
  • Please Contact: To discuss this amazing opportunity, reach out to our Talent Acquisition Specialist Sonal Manglani at em...
  • 3/28/2024 12:00:00 AM

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Data Scientist(Remote)
  • SynergisticIT
  • Miami, FL
  • SYNERGISTICIT is aware that the Job Market is Challenging because of Tech Layoffs due to which The Job market is flooded...
  • 3/28/2024 12:00:00 AM

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Commercial Leadership Trainee - Miami, FL (Begins July 2024)
  • First American Bank
  • Miami, FL
  • Job Description: First American Bank was founded in Chicago, and over the years has expanded throughout Wisconsin and Fl...
  • 3/28/2024 12:00:00 AM

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Customer Service Senior Analyst (Onsite)
  • Raytheon Technologies
  • Miami, FL
  • Date Posted: 2024-03-13 Country: United States of America Location: HFL33: US049-Medley, FL 9100 NW 105 Circle , Medley,...
  • 3/27/2024 12:00:00 AM

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Commercial Banker III
  • Seacoast Bank
  • Miami, FL
  • Responsible for setting business development strategy and executing sales production efforts to acquire new commercial b...
  • 3/25/2024 12:00:00 AM

Miami, officially the City of Miami, is the cultural, economic and financial center of South Florida. Miami is the seat of Miami-Dade County, the most populous county in Florida. The city covers an area of about 56.6 square miles (147 km2), between the Everglades to the west and Biscayne Bay on the east; with a 2017 estimated population of 463,347, Miami is the sixth most densely populated major city in the United States. The Miami metropolitan area is home to 6.1 million people and the seventh-largest metropolitan area in the nation. Miami's metro area is the second-most populous metropolis i...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$43,085 to $59,730
Miami, Florida area prices
were up 2.9% from a year ago