Contact Center Quality Analyst jobs in New Haven, CT

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under minimal direction, coordinates the efforts of other project team personnel, provides procedural guidance and assumes responsibility for achieving desired results. Is involved with project and strategy organization, cost estimating, milestone definition, and scheduling. Assists with the design lifecycle of hardware and client service technologies requiring advanced knowledge and utilization of systems and techniques. Competent to work at the highest technical and services level. Acts as project lead and first-line contact for ITS managers and supervisors, computer operations personnel and project personnel during all phases of client technologies development.

EEO/AA/Disability/Veteran

• 1. Assists Management in the coordination of projects and strategies across ITS initiatives
• 1.1 Guides a team of client services and technologies in the planning and development and support of automated and manual systems; provides project organization guidance to assist with analytical tasks and milestones
• 2. Coordination of all asset management metrics in alignment with budget tracking.
• 2.1 Maintain appropriate par levels of hardware inventory at every delivery network across desktop teams and assist in backfill requests
• 3. Coordinate hardware and technology systems requests in collaboration with application teams and infrastructure teams.
• 3.1 Manage and maintain all aspects of the hardware/software requests while tracking budget and inventory across teams
• 4. Coordination of Software Licensing Management and Tracking between Client Services Team and as a liaison with the desktop engineering team
• 4.1 Manage and Track the different versions and iterations of core complimentary business software across the enterprise.

EDUCATION

Bachelor's degree in Computer Science or related disciplines preferred and technical training and work-related experience.

EXPERIENCE

5 years of IT experience. Experience successfully leading large, complex projects. This position requires excellent communication and problem-solving skills, and the capacity to organize and deliver solutions across all of the entities

LICENSURE

n/a

SPECIAL SKILLS

Proficiency in Microsoft Word and high-level expertise in Excel required. Skill and experience in adult education strongly preferred. Strong people skills and effective communication skills (verbal and written) and organizational skills required. Proven ability to work across organizations with multiple audiences and change leadership experience preferred. Expected to travel between organizations and provide off-shift training as required

PHYSICAL DEMAND

Travel to multiple YNHHS facilities is necessary. Off-hours work is expected in oversight of complex project deployment.