Contact Center Quality Analyst jobs in Moline, IL

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 Representative
  • R I A FEDERAL CREDIT UNION
  • BETTENDORF, IA OTHER
  • Job Details

    Job Location:    Administration - BETTENDORF, IA
    Position Type:    Full Time
    Salary Range:    Undisclosed

    Description

    Summary/Objective

    At R.I.A. Federal Credit Union, the primary focus of the Contact Center Representative, is to improve the financial well-being of our members.

    This is accomplished through:

    • Relationships: Building relationships is integral to the success of R.I.A. a community credit union, R.I.A.s Service Team will invest the time to get to know members and take care of their needs while finding opportunities to improve their financial well-being.
    • Integrity: In an era of big banks and big data, operating with integrity is becoming a more difficult trait to find in a financial institution. An R.I.A. Service Team member is committed to handling members finances and data in a manner that is ethical, transparent, and professional.
    • Action: Not content with business as usual, R.I.A. is action oriented. From helping a member solve a financial challenge to positively impacting the community through volunteering and sponsorships, R.I.A. is motivated to action.

    Essential Functions

    Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions:

    1. Learn and Educate: The Service Team must maintain high levels of product/service knowledge so in turn they can educate members and prospective members on R.I.A.s products and services. Our Service Team is expected to maintain a high level of knowledge and attend continuing education as required.
    2. Interact: The Service Team interacts with members and prospective members specific to deposit and loan accounts. Since these interactions can be over the phone/chat/text; creating a pleasant experience for R.I.A. members is vital. Our Service Team must also maintain on-going communication with supervisor and fellow employees in a professional and courteous way. Attend meetings as required.
    3. Perform: The Service Team will perform banking transactions including but not limited to loan payments, transfers, changes to accounts, complete and return deposit verification and credit inquiries and various other financial transactions. Assist in routine member service functions such as blue book prices, stop payments, statements, copies, etc. Our Service Team also assists in filing confidential documents, statement problems, discrepancies, and member complaints.
    4. Uncover and Refer: As a not-for-profit financial institution, we have a responsibility to uncover opportunities to improve the financial well-being of those with whom we interact. The most important characteristic of a successful Service Team member is the ability to find these opportunities and convert them into success for our members. Should opportunities arise to help a member with an additional product or service, the Service Team member should refer this to the respective teams to act.
    5. Compliance: A strong understanding and adherence to Philosophies/Laws/ Policies/Procedures is a requirement for success as a Service Team member at R.I.A. Federal Credit Union. Maintain and enforce maximum security over valuables on hand and premises according to security rules/philosophies/policies/laws/procedures. Follow safety and security rules/philosophies/policies /laws/procedures. Ensuring that all information and transactions regarding members, co-workers and other credit union business are kept confidential. Protect and respect credit union equipment, property and supplies. Maintain the security of your work area and keep it organized and neat in appearance.

    Competencies

    • Business Acumen; Ability to Type and Use a Calculator
    • Confidentiality
    • Financial Acumen
    • Strong Analytical Skills
    • Respectful
    • Cooperative/Teamwork/Collaboration
    • Can learn and evolve
    • Trustworthy
    • Action Orientated
    • Strong Ethical Practices and Integrity
    • Adaptable
    • Listens Well
    • Attention to detail, Accuracy and Solid Organizational Skills
    • Strong Written and Verbal/Oral Communication Skills in English; Ability to follow and give oral and written instructions; including listening carefully, comprehending quickly and relaying accurate information or instruction
    • Takes Initiative; Problem Solves; Ability to Multi-Task
    • Dependable and Dedicated
    • Relates Well to all Stakeholders (Members and Employees at All Levels); Relationship-Builder; Exceptional Customer Service

    Supervisory Responsibility
    No supervisory responsibilities.

    Physical Demands

    While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, complete work using a computer, regularly answer phone calls, and interact with employees at all levels of the organization. The employee will occasionally lift and move up to 25 pounds.

    Type/Expected Hours of Work

    This is a full-time position. While normal hours of work and days for R.I.A. Federal Credit Union are Monday through Thursday, 8:00 a.m. to 5:00 p.m., Friday, 8:00 a.m. to 6:00 p.m., and Saturday 8:00 a.m. to 12:00 p.m., hours for this position reflect branch attendance, but may vary based on job related requirements.

    Travel

    Less than 10% travel is expected for this position; some local travel in the Quad City area.

    Required Education and Experience

    1. High School graduate or GED, required.
    2. Two years secondary education in related field or equivalent work experience, preferred.
    3. Experience in customer service, banking, and electronics, preferred.

    EEO Statement

    R.I.A. Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment. Our companys success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law. We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.

    Other Duties

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.

    Qualifications


  • 21 Days Ago

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Contact Center Agent (44705)
  • Palmer Group
  • Moline, IL FULL_TIME
  • A rapidly growing organization in the Quad Cities is seeking full-time Contact Center Agents. This could be your role if you are looking for an opportunity with excellent benefits in a positive work e...
  • 1 Day Ago

2
New Home Quality Reviewer
  • 2M Quality
  • Bettendorf, IA 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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Behavior Analyst (BCBA)
  • Lighthouse Autism Center
  • East Moline, IL FULL_TIME
  • Description: $30,000 signing bonus! At Lighthouse Autism Center (LAC), we combine our values and clinical expertise to provide collaborative, compassionate care in order to promote the best outcomes f...
  • Just Posted

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Behavior Analyst (BCBA)
  • Lighthouse Autism Center
  • Clinton, IA FULL_TIME
  • Description$10,000 signing bonus!At Lighthouse Autism Center (LAC), we combine our values and clinical expertise to provide collaborative, compassionate care in order to promote the best outcomes for ...
  • 1 Month Ago

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Behavior Analyst (BCaBA) - Program Manager
  • Lighthouse Autism Center
  • Clinton, IA FULL_TIME
  • Description$10,000 signing bonus!At Lighthouse Autism Center (LAC), we combine our values and clinical expertise to provide collaborative, compassionate care in order to promote the best outcomes for ...
  • 1 Month Ago

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0 Contact Center Quality Analyst jobs found in Moline, IL area

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Locum Tenens Nurse Practitioner - Family Practice - $80 per hour
  • Jackson And Coker
  • Davenport, IA
  • Job Description Jackson and Coker is seeking a Nurse Practitioner Family Practice for a locum tenens job in Davenport, I...
  • 3/28/2024 12:00:00 AM

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Locum Tenens Physician Assistant - Family Practice - $65 per hour
  • Jackson And Coker
  • Davenport, IA
  • Job Description Jackson and Coker is seeking a Physician Assistant Family Practice for a locum tenens job in Davenport, ...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - PCU - Progressive Care Unit - $1,840 per week
  • Adventist Health
  • Davenport, IA
  • Supplemental Health Care is seeking a travel nurse RN PCU - Progressive Care Unit for a travel nursing job in Davenport,...
  • 3/28/2024 12:00:00 AM

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Locum Tenens Physician Assistant - Psychiatry - $80 per hour
  • Adventist Health
  • Davenport, IA
  • Jackson and Coker is seeking a Physician Assistant Psychiatry for a locum tenens job in Davenport, Iowa. Job Description...
  • 3/28/2024 12:00:00 AM

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Travel Registered Respiratory Therapist - $1,380 per week
  • TRS Healthcare
  • Silvis, IL
  • Supplemental Health Care is seeking a travel Registered Respiratory Therapist for a travel job in Silvis, Illinois. Job ...
  • 3/27/2024 12:00:00 AM

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Quality Management Development Associate
  • Nestle Operational Services Worldwide SA
  • Davenport, IA
  • We're a leader in the pet care industry, which means we're not only ahead in volume, profit and market share, but our as...
  • 3/27/2024 12:00:00 AM

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Telecommunications Analyst - Associate
  • Computer World Services (CWS)Corporation
  • Illinois City, IL
  • Job Description Supports the Air Force's DISN Lead Command office with DoD telecommunication circuit requirements and pr...
  • 3/26/2024 12:00:00 AM

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Travel Physical Therapist - $2,202 per week
  • PRN Healthcare
  • Moline, IL
  • Supplemental Health Care is seeking a travel Physical Therapist for a travel job in Moline, Illinois. Job Description & ...
  • 3/25/2024 12:00:00 AM

Moline (/moʊˈliːn/ moh-LEEN) is a city located in Rock Island County, Illinois, United States. With a population of 43,977 in 2010, it is the largest city in Rock Island County. Moline is one of the Quad Cities, along with neighboring East Moline and Rock Island in Illinois and the cities of Davenport and Bettendorf in Iowa. The Quad Cities have an estimated population of 381,342. The city is the ninth-most populated city in Illinois outside the Chicago Metropolitan Area. The corporate headquarters of Deere & Company is located in Moline, as was Montgomery Elevator, which was founded and head...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$41,341 to $57,312
Moline, Illinois area prices
were up 1.3% from a year ago