Contact Center Quality Analyst, Sr. jobs in Bergenfield, NJ

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)

Recently Added Contact Center Quality Analyst, Sr. jobs

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Sr. Analyst - Channel Analytics
  • Worldlink
  • Ridgefield, NJ FULL_TIME
  • TITLE: Sr. Analyst - Channel Analytics

    POSITION TYPE: Full Time (W2)

    LOCATION: Ridgefield Park, NJ



    ABOUT WorldLink:

    WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.

    Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.

    We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.

    For more information about our craft, visit https://worldlink-us.com .

    WHO we’re looking for:

    We are looking for a Sr. Analyst - Channel Analytics who will be responsible for Sales Budgeting, Reporting on Key Performance Indicators, Program Management, Accrual reconciliations, P&L Analysis, etc.  You will have experience supporting Sales, comfortable managing large data sets, strong attention to detail, a creative problem-solving mindset, and strong communication and technical skills. You will work cross-functionally across sales, product marketing, supply chain and finance, with the primary objective of enabling sales leadership to make effective, analytically driven, and strategic operating decisions.

    The Sales Operations department within the Consumer Business Division is responsible for all sales reporting and analytics for the National and Regional Sales Offices.

    Role and Responsibilities:
    • Reconcile monthly accruals to ensure accuracy and partner with cross functionally to close any gaps.
    • Continuously develop and deploy tools and processes that support the achievement of corporate objectives.
    • Standardize, create, manage and provide weekly reports and analysis of the business results to Sales, Product Marketing and Supply Chain teams, as well as customers.
    • Manage weekly/monthly revenue dashboard to executive team to provide visibility into sales performance across all regions and product categories.
    • Lead and facilitate buying group program related reporting and payment calculations as a subject matter expert and liaison to the sales organization. Partner with product marketing to ensure funding accruals and facilitate payment to customers.
    • Anticipate future business requirements; perpetually measure the pulse of the organization and their department objectives to ensure cohesion of strategic priorities.
    • Ensure stakeholders receive information necessary to perform and continuously improve revenue and profitability.
    • Serve as expert resource on internal processes and procedures and ensure compliance in sales activities.
    Required Experience and Education:
    • 3 years of directly related experience is required.
    • Bachelor's Degree
    • Prior operational experience in technology sales, business development and/or OEMs and Carrier sales.
    • At least intermediate proficiency of Microsoft Excel (Pivot Tables, Advanced Formulas) and proficient in Access, Word, Power Point and Outlook.
    • At least intermediate proficiency in business systems for data automation and executive dashboard creations (SAP, Alteryx, Tableau).
    • Prior experience with consumer electronic products and existing relationships with key account preferred.
    Necessary Skills and Attributes:
    • Self-motivated individual with the ability to thrive in a team-based or independent environment.
    • Detail-oriented with strong organization skills.
    • Ability to work in a fast-paced environment.
    • Limited supervision and the exercise of discretion.
    • Must have strong analytical and problem solving skills with ability to schedule, prioritize and communicate actions and results as needed.
    • Diplomatic approach to solving complex problems.
    • Possess the ability to effectively leverage and interact with various teams throughout the organization.
    • Excellent written and oral communication skills; Experience developing presentations, and communicating with internal as well as the customer’s executive management team is essential.
    • Must be able to work well under the pressure of timelines, and demonstrate a sense of urgency when driving for results.
    • Strong team-work mindset, able to participate effectively and motivate others working within a team environment. Also have the ability to take the initiative to get a project done, independently as needed.
    Physical Demands:

    The physical demands described here are representative of those that must be met by contract employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this job, the contract employee is occasionally required to stand, clean, crawl, kneel, sit, sort, hold, squat, stoop, stand, twist the body, walk, use hands to finger, handle, or feel objects, tools or controls, reach with hands and arms, climb stairs or ladders and scaffolding, talk or hear, and lift up to 20 pounds. Specific vision abilities required by the job include ability to distinguish the nature of objects by using the eye. Operate a computer keyboard and view a video display terminal between 50% - 95% of work time, including prolonged periods of time. Requires considerable (90% ) work utilizing high visual acuity/detail, numeric/character distinction, and moderate hand/finger dexterity.

    Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenge, some language barriers, and project management deadlines. May require working additional time beyond normal schedule and periodic travel.

    WHAT we’ll bring:

    During your interview process, our team can fill you in on all the details of our industry-competitive benefits and career development opportunities. A few highlights include:
    • Medical Plans
    • Dental Plans
    • Vision Plan
    • Life & Accidental Death & Dismemberment
    • Short-Term Disability
    • Long-Term Disability
    • Critical Illness/ Accident/ Hospital Indemnity/ Identity Theft Protection
    • 401(k)
    WHAT you should know:

    Our success begins and ends with our people. We embrace diverse perspectives and value unique human experiences. WorldLink is an Equal Employment Opportunity and Affirmative Action employer. All employment at WorldLink is decided on the basis of qualifications, merit, and business need. We endeavor to continue our footprint as a diverse organization by highlighting opportunities for all people.  WorldLink considers applicants for all positions without regard to race, color, religion or belief, sex, (including pregnancy and gender identity), age, national origin, political affiliation, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need assistance with any part of the application process should contact us.

    This job description is designed to cover the main responsibilities and duties of the role but is not designed to be a comprehensive list of all.

  • 13 Days Ago
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Compliance Quality Control Analyst
  • Cross River
  • Fort Lee, NJ FULL_TIME
  • Who We Are Cross River is a highly profitable, fast-growing financial technology company powering the future of financial services. Our comprehensive suite of innovative and scalable embedded payments...
  • 22 Days Ago
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Quality Assurance Performance Analyst
  • Burlington
  • Edgewater, NJ FULL_TIME
  • **LOCATION** 4287 Route 130 S Edgewater Park NJ US 08010 **Overview** As a Quality Assurance Performance Analyst, you will be responsible for ensuring the optimal performance, stability, and scalabili...
  • 1 Month Ago
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Behavior Technician
  • Ascend Licensed Behavior Analyst PLLC
  • Carlstadt, NJ PART_TIME
  • Duties: - Implement behavior intervention plans under the supervision of a Board Certified Behavior Analyst (BCBA)- Provide direct one-on-one therapy to individuals with developmental disabilities, sp...
  • 16 Days Ago
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Coordinator, Quality (Onsite)
  • Holy Name Medical Center
  • Teaneck, NJ FULL_TIME
  • Description The Quality Management (QM) Coordinator's over-aching aim is to advance the organization's commitment to healthcare quality through collaboration and communication. They will facilitate th...
  • 1 Month Ago
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Sr. Business Planning Analyst - DA
  • Worldlink
  • Ridgefield, NJ FULL_TIME
  • TITLE: Sr. Business Planning Analyst - DA POSITION TYPE: Full Time (W2) LOCATION: Ridgefield Park, NJ ABOUT WorldLink: WorldLink is a rapidly growing information technology company at the forefront of...
  • 19 Days Ago
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0 Contact Center Quality Analyst, Sr. jobs found in Bergenfield, NJ area

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Global Client Coverage Associate - Junior Banker
  • BBVA
  • New York, NY
  • Summary of Responsibilities: A Corporate Banking Associate is a member of a client-facing team within BBVA’s Corporate a...
  • 4/26/2024 12:00:00 AM
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Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - 14 hours ago
  • Analysts International Corp.
  • New York, NY
  • **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - 15 hours ago **...
  • 4/26/2024 12:00:00 AM
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Client Services/Customer Support Analyst
  • Markit Ltd
  • New York, NY
  • Client Services/Customer Support Analyst in New York - West 33rd Street **Client Services/Customer Support Analyst** The...
  • 4/26/2024 12:00:00 AM
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Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - a day ago
  • Analysts International Corp.
  • New York, NY
  • **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - a day ago **Loc...
  • 4/26/2024 12:00:00 AM
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Client Services Analyst - Private Equity Firm in Midtown
  • Coda Search│Staffing
  • New York, NY
  • Our client, a leading private equity firm, is looking to add a Client Services Analyst to their growing New York City te...
  • 4/25/2024 12:00:00 AM
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Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - 6 hours ago
  • Comforcehealth
  • New York, NY
  • **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - 7 hours ago **L...
  • 4/24/2024 12:00:00 AM
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Customer Service Representatives - Customer Service - Analysts East Syracuse , New York Contract To Hire Added - 4 hours ago
  • Massgenics
  • New York, NY
  • **Customer Service Representatives - Customer Service** East Syracuse, New York Contract To Hire Added - 11 hours ago **...
  • 4/24/2024 12:00:00 AM
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Senior Director Analyst - Customer Service Technology, US or Canada remote
  • Gartner Inc.
  • New York, NY
  • Senior Director Analyst - Customer Service Technology, US or Canada remote **Senior Director Analyst - Customer Service ...
  • 4/24/2024 12:00:00 AM
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About Bergenfield, New Jersey

Bergenfield is a borough in Bergen County, New Jersey, United States. As of the 2010 United States Census, the borough's population was 26,764, reflecting an increase of 517 (+2.0%) from the 26,247 counted in the 2000 Census, which had in turn increased by 1,789 (+7.3%) from the 24,458 counted in the 1990 Census. Bergenfield was formed on the basis of a referendum held on June 25, 1894, from portions of Englewood Township and Palisades Township.[21][22][23] The borough was formed during the "Boroughitis" phenomenon then sweeping through Bergen County, in which 26 boroughs were formed in the co...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$60,882 to $83,090
Bergenfield, New Jersey area prices
were up 1.5% from a year ago
View detail

What does a Contact Center Quality Analyst, Sr. do?

Contact Center Quality Analyst, Sr. in Yakima, WA
They also assist in developing, creating, and implementing quality processes and procedures; making recommendations for enhancements to training materials; and identifying opportunities for process and procedure changes to improve customer experience.
January 08, 2020