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)
Expected pay for this position is $21.30 - $25.05/hour. Actual pay will be determined by experience, skills and internal equity.
POSITION SUMMARY: The Workforce Analyst maintains a multi-channel Workforce Management (WFM) platform within OSF. The Workforce Analyst focuses on planning and optimizing the performance of OSF agents by analyzing pertinent data, historical performance, and trends in order to manage service levels, staff schedules, and schedule changes to achieve maximum efficiency and occupancy. This includes configuration of skills, call and multi-channel routing, historical trends, and anomalies.
REQUIRED QUALIFICATIONS:
PREFERRED QUALIFICATIONS:
OSF HealthCare is an Equal Opportunity Employer.
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