Contact Center Quality Analyst, Sr. 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, Sr. provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst, Sr. may suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst, Sr. work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. To be a Contact Center Quality Analyst, Sr. typically requires 4-7 years of related experience. (Copyright 2024 Salary.com)
JOB PURPOSE OR MISSION: Provides software support to internal customers for applicable operating system and associated subsystems. Provides system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. Manages and sets priorities for maintaining, upgrading and efficiently using applicable software systems.
EXPERIENCE REQUIREMENTS
Three years' experience in similar technical role, with increasing complexity and responsibility.
EDUCATIONAL REQUIREMENTS
BS/BA in Information Technology, or approved experience in lieu of degree.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS
Knowledge of applicable software applications and assigned functional area(s), including configuration and connectivity.
HIPAA REQUIREMENTS:
Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to medical record without limitation, patient demographics, lab results, patient financial and 3 rd party billing information, patients related complaints, information related to patient location.
SAFETY REQUIREMENTS:
Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to incident reporting, exposure control plan, hand washing for all age groups.
Full-Time
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