Contact Center Quality Analyst jobs in Pasadena, TX

Contact Center Agent II - North Campus

• Responds to inquiries via telephone and email that include the following information:
  • Admissions application process
  • Transcript process handling
  • College testing process
  • New student orientation
  • Student account status, payment application  and account hold information
  • Financial Aid application process (FAFSA), including Federal Aid regulations
  • Document verification process
  • Payment plan options and refunds
  • Academic date information, such as registration deadlines, application deadlines, financial aid deadlines
  • Course program information and descriptions
• Completes call logs and call reports to capture call resolution notes and information that needs to be forwarded to additional departments for further resolution.
• Uses College ERP system to research and transmit confidential student information to properly identified student callers. Use of College account security application to reset passwords upon verified requests.
• Transfers telephone calls and forward emails accurately to internal departments upon request.  Identify and escalate priority issues or tier II calls and transfer to appropriate personnel for resolution.
• Review call center metrics to compare individual performance with team benchmarks, including Average Answer Time, Average Talk Time and Average Ring Time.

• Mentors CC I agents regarding advanced call handling and resolution. Ensure proper handling of calls that need to be escalated to CC II agents for timely resolution.
• Assists with in-house training of Meador temps and part-time staff. Reviews FERPA, Financial Aid regulations, student confidentiality and changes to internal departmental business process chan

• Ability to demonstrate the College values
• A proven track record of effectively interacting with a diverse constituency group of people
• Ability to comprehend complex information and explain it to prospective and current students
• Knowledge of the operations of a community college and the enrollment process
• Strong interpersonal skills, outstanding customer services skills, ability to work with multiple projects within deadlines
• Ability to review student records and make decision for connections to complete student applications and registration process
• Assist with document preparation and assigned adjustments to students records
• Accountable for call quality, attendance, and adherence to work schedule results
• Ability to perform heavy phone and computer usage
• Effective communication skills to include: active listening, voice quality, grammar, articulacy, strong interpersonal skills, multi-tasking ability, conflict resolution and telephone etiquette skills
• Ability to tactfully discuss and successfully resolve caller issues that are escalated by Contact Center Agent I
• Banner knowledge preferred
• Campus department and process knowledge

• High school diploma or equivalent

• Associate degree from an accredited institution

• Three years of call center experience

• One year of higher education call center experience

Bilingual Applicants are encouraged to apply.

Salary Grade: 105

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req5048

Posting Close Date: 4/5/2024