Contact Center Quality Analyst jobs in Plano, TX

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 Planning Analyst
  • Wells Fargo
  • Irving, TX FULL_TIME
  • About this role:

    Wells Fargo is seeking a Contact Center Planning Analyst as part of Merchant Services.

    The Contact Center Planning Analyst will develop, manage, and forecast accurate interval, daily, weekly, and monthly contact center volume to meet established goals. This role is critical role to ensure the intraday staffing is in alignment with call volumes to ensure consistent service level delivery.

    Learn more about the career areas and lines of business at wellsfargojobs.com .

    In this role, you will:
    • Determine staffing targets, call volume trends, and forecast changes based on capacity model
    • Facilitate project work and schedule change adjustments
    • Administer off phone time and training schedules
    • Identify and recommend opportunities for process improvement and risk control development
    • Provide guidance through mentoring, training, and development
    • Make decisions and resolve issues to meet business objectives
    • Interpret policies, procedures, and compliance requirements
    • Collaborate and consult with peers, colleagues, and managers to resolve issues and achieve goals
    • Interact with internal customers
    • Receive direction from leaders
    • Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
    Required Qualifications:
    • 2 years of contact center planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
    Desired:
    • Experience forecasting inbound and back office with Workforce Management tools such Verint/Avaya or Alvaria/Aspect
    • Tableau experience
    • Experience using programs such as Microsoft Office (Outlook, Excel, etc.), Real Time Adherence (RTA), CC Pulse and Workforce Optimization (WFO)
    • Experience forecasting back office, call, and chat volumes
    • Knowledge and understanding of call center: reporting/support
    • Experience with capacity planning, forecasting, process improvement, and measurements
    • Strong and proven experience, proficiency in using Excel
    • Strong and proven experience in demonstrated communication skills, both written and verbal
    • Ability to be a team player that works well with employees at all levels
    Job Expectations:
    • Willingness to work on-site at one of the stated locations on the job opening
    • This position offers a hybrid work schedule
    Locations:

    1150 W Washington St, Tempe, AZ 85281

    250 E John Carpenter Frwy

    IRVING, TX 75062

    Schedule:

    Days: Monday-Friday

    Salary:

    46,500.00 - 69,700.00 USD Annual

    Posting End Date:
    11 Jan 2024
    *Job posting may come down early due to volume of applicants.

    We Value Diversity

    At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

    Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

    Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

    Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

    Applicants with Disabilities

    To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .

    Drug and Alcohol Policy

    Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
  • Just Posted

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Operations Analyst - Contact Center Technology - Remote
  • Infinity Consulting Solutions, Inc.
  • Frisco, TX FULL_TIME,CONTRACTOR
  • TITLE: Operations Analyst - Contact Center Technology Location: Remote in the U.S. Compensation Range : $25-$30/hour ICS, a Korn Ferry company, is hiring an Operations Analyst, to be part of our Healt...
  • 9 Days Ago

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Contact center
  • Texas Oncology
  • Dallas, TX FULL_TIME
  • Overview Texas Oncology is looking for a Contact Center Care Coordinator to join our team! This is a HYBRID role. In this role you will support the DFWW region. Texas Oncology has 220 sites across the...
  • 22 Days Ago

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Quality Risk Management Analyst
  • Carrollton Regional Medical Center
  • Carrollton, TX FULL_TIME
  • Educational Qualification : Bachelor Degree Experience : Minimum Years-Minimum of years Job Position : Skills : Certifications : RN Job Location : CARROLLTON Job Description : Quality & Risk Managemen...
  • 15 Days Ago

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Business Analyst
  • Contact Government Services, LLC
  • Dallas, TX FULL_TIME
  • Business AnalystEmployment Type: Full-Time, ExperiencedDepartment: Information Technology CGS is looking for business analysts to work with a large federal agency! As a Business Analyst in Business op...
  • 3 Days Ago

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FOIA Analyst
  • Contact Government Services, LLC
  • Dallas, TX FULL_TIME
  • FOIA AnalystEmployment Type: Full Time, Mid-LevelDepartment: Information TechnologyCGS is seeking a FOIA Consultant to join our team supporting the legal mission of a large federal agency. This positi...
  • 3 Days Ago

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0 Contact Center Quality Analyst jobs found in Plano, TX area

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Customer Support Analyst Tier I (Plano, TX)
  • MEDHOST Inc.
  • Plano, TX
  • **Customer Support Analyst Tier I (Plano, TX)** **Location** : Plano, TX **Job Type** : Direct **Hours** : Full Time **T...
  • 3/28/2024 12:00:00 AM

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Sr Outsourcing Delivery Analyst
  • Markit Ltd
  • Dallas, TX
  • Sr Outsourcing Delivery Analyst in Dallas - LBJ Freeway **Sr Outsourcing Delivery Analyst** The Outsourcing Delivery Ana...
  • 3/28/2024 12:00:00 AM

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Senior Associate, Cyber Technical CSOC Analyst (Friday-Sunday, 6pm-6am EST)
  • Capital One
  • Plano, TX
  • Center 3 (19075), United States of America, McLean, Virginia Senior Associate, Cyber Technical CSOC Analyst (Friday-Sund...
  • 3/28/2024 12:00:00 AM

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Client Success Analyst
  • Drips
  • Dallas, TX
  • Client Success Analyst About Drips Drips enables enterprises to connect with consumers through an AI-powered conversatio...
  • 3/27/2024 12:00:00 AM

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Customer Service Representative - Remote
  • Companalyst
  • Dallas, TX
  • * Customer Service Representative - Remote in UnitedHealth Group **Customer Service Representative - Remote** POSTED ON ...
  • 3/26/2024 12:00:00 AM

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Correspondence Analyst
  • Methodist Health System
  • Dallas, TX
  • Your Job:# # The Correspondence Analyst is responsible for releasing the medical information via paper, digital,#or micr...
  • 3/25/2024 12:00:00 AM

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Cyber Assessment Maturity Program (CAMP), Senior Manager
  • Capital One
  • Plano, TX
  • Center 3 (19075), United States of America, McLean, Virginia Cyber Assessment Maturity Program (CAMP), Senior Manager Th...
  • 3/25/2024 12:00:00 AM

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Director, Technical Program Management (TPM), Cyber Intelligence
  • Capital One
  • Plano, TX
  • Center 2 (19050), United States of America, McLean, Virginia Director, Technical Program Management (TPM), Cyber Intelli...
  • 3/25/2024 12:00:00 AM

Plano (/ˈpleɪnoʊ/ PLAY-noh) is a city in the U.S. state of Texas, located approximately twenty miles (32.2 km) north of downtown Dallas. The city of Plano is a part of the Dallas-Fort Worth metropolitan area. Plano lies mostly within Collin County, but includes a small portion that extends into Denton County. The city's population was estimated at 286,143 in 2017, making it the ninth most populous city in the state of Texas and the 69th most populous in the United States. The city is a hub for many corporate headquarters. Plano was also considered to be the safest city in the nation by Forbes...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$44,106 to $61,145
Plano, Texas area prices
were up 2.2% from a year ago