Contact Center Quality Analyst, Sr. jobs in Cleveland, OH
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
Business Analyst - Contact Center
- Ventures Unlimited Inc.
-
Cleveland, OH
FULL_TIME
- Company DescriptionVUI since 2004 has been helping clients improve their business, environmental and social performance. We do this by applying innovative processes, market intelligence and fresh thinking.We provide advice and consulting services at strategic, policy and operational levels, concentrating on three key areas:Job DescriptionHi, Hope you are doing great.Just wanted to touch base with you regarding a Job Opening of a Business Analyst based out in Cleveland, OH for a full time position. Kindly share your updated resume along with your contact details, current location and work authorization (if interested) so that we can process your candidature and represent your candidacy for this role. Should you be not interested in this role, kindly send me a reference of someone who you think can be a potential candidate for this role.Kindly find the JD below for your reference.Title: Business Analyst - Contact CenterLocation: Cleveland, OHDuration: Full Time PositionEmployee Status: PermanentInterview Process: Phone and Skype HireShift: Day JobStart Date: ASAPDesired Competencies (Technical/Behavioral Competency)• Work will be focused on delivery of a new and Enhancements for Mortgage IVR system• Conduct requirement gathering sessions with Line of Business and 'understand' IVR Requirements. • Document business requirements, functional/non-functional requirements, use cases and call flows.• Define Business Solutions around IVR and Routing Requirements.• Assist with users acceptance testing.• Employs traceability of requirements• Ensures sign-off and baseline of requirements• Anticipates and actively resolves problems and issues with requirements.• Analyzes and communicates impacts to a project’s business case and identifies areas of requirements risks.• Strong and Clear Communication Skills • SDLC - Agile Experience is a plus Required Skills: • 5-6 years of 'Progressive' Business Analyst Experience• Call Center/Routing/IVR experience • Strong communication Skills• Proficient in requirements gathering documentation • SDLC - Waterfall/Agile. Agile experience is a plus• Understanding of Nuance VUI documentation • Banking or Credit Card industry experience background • Understanding of Mortgage and Loan Process• SDLC -AgileQualifications• 5-6 years of 'Progressive' Business Analyst Experience• Call Center/Routing/IVR experience• Strong communication Skills• Proficient in requirements gathering documentation• SDLC - Waterfall/Agile. Agile experience is a plus• Understanding of Nuance VUI documentation • Banking or Credit Card industry experience background• Understanding of Mortgage and Loan Process• SDLC -AgileAdditional InformationIf available please contact me for more details at 856-842-1988 ext-204
- 1 Month Ago
Sleep Contact Center, CSR
- Medical Service Company
-
Cleveland, OH
FULL_TIME
- MEDICAL SERVICE COMPANY is a family owned and operated durable medical equipment and respiratory provider that's been in business for 70 years! MSC is an 12-Time recipient of the prestigious NorthCoas...
- 11 Days Ago
Supervisor PBX - Contact Center
- METROHEALTH SOUTH CAMPUS
-
Cleveland, OH
FULL_TIME
- Location: MetroHealth Old Brooklyn Campus Biweekly Hours: 80.00 Shift: 8:00a - 4:30p The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of co...
- 1 Month Ago
Customer Contact Center Representative I
- Planned Parenthood of Greater Ohio
-
BEDFORD HEIGHTS, OH
OTHER
- Job Details Level: Entry Job Location: Bedford Heights Call Center - BEDFORD HEIGHTS, OH Position Type: Full Time Education Level: High School Salary Range: $17.00 Hourly Travel Percentage: None Job S...
- 6 Days Ago
Contact Center Agent ( Evening and or Weekends)
- Joyce Factory Direct Company
-
Berea, OH
FULL_TIME
- New State-of-the-Art Call Center! Are you a dynamic and motivated individual with excellent communication skills? Are you passionate about the home remodeling industry? If so, we have an exciting oppo...
- 25 Days Ago
Contact Center Support Operator II
- Cleveland Clinic
-
Cleveland, OH
FULL_TIME
- Join Cleveland Clinic’s Fairview Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. Fairview Hospital has been recogn...
- 26 Days Ago
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0 Contact Center Quality Analyst, Sr. jobs found in Cleveland, OH area
100% Remote - QNXT Benefits Configuration Analyst
- Beacon Hill
-
Cleveland, OH
- NOTE: This is a 100% remote position. Candidates will have to work on EST hours. One of our clients in Norfolk, Virginia...
- 4/26/2024 12:00:00 AM
Technical Project Analyst
- Javitch Block LLC
-
Cleveland, OH
- Our premier firm helps clients resolve their business disputes in an efficient, streamlined, and cost-effective manner. ...
- 4/26/2024 12:00:00 AM
Group Systems Accountant
- Informa
-
Cleveland, OH
- Informa is a leading business intelligence, events, and academic publishing business operating in the Knowledge and Info...
- 4/26/2024 12:00:00 AM
Travel Registered Respiratory Therapist - $1,744 per week
- TRS Healthcare
-
Cleveland, OH
- Supplemental Health Care is seeking a travel Registered Respiratory Therapist for a travel job in Cleveland, Ohio. Job D...
- 4/26/2024 12:00:00 AM
Travel Registered Respiratory Therapist - $1,762 per week
- Hiring Now!
-
Cleveland, OH
- Supplemental Health Care is seeking a travel Registered Respiratory Therapist for a travel job in Cleveland, Ohio. Job D...
- 4/26/2024 12:00:00 AM
Travel Radiology Technologist - $2,053 per week
- TRS Healthcare
-
Cleveland, OH
- Supplemental Health Care is seeking a travel Radiology Technologist for a travel job in Cleveland, Ohio. Job Description...
- 4/26/2024 12:00:00 AM
Travel Nurse RN - CVOR - $2,757 per week
- Adventist Health
-
Cleveland, OH
- Supplemental Health Care is seeking a travel nurse RN CVOR for a travel nursing job in Cleveland, Ohio. Job Description ...
- 4/26/2024 12:00:00 AM
Travel CT Technologist - $2,453 per week
- TRS Healthcare
-
Cleveland, OH
- Supplemental Health Care is seeking a travel CT Technologist for a travel job in Cleveland, Ohio. Job Description & Requ...
- 4/26/2024 12:00:00 AM
About Cleveland, Ohio
Cleveland (/ˈkliːvlənd/ KLEEV-lənd) is a major city in the U.S. state of Ohio, and the county seat of Cuyahoga County. The city proper has a population of 385,525, making it the 51st-largest city in the United States, and the second-largest city in Ohio. Greater Cleveland is ranked as the 32nd-largest metropolitan area in the U.S., with 2,055,612 people in 2016. The city anchors the Cleveland–Akron–Canton Combined Statistical Area, which had a population of 3,515,646 in 2010 and is ranked 15th in the United States.
The city is located on the southern shore of Lake Erie, approximately 60 miles ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$51,988 to $70,952
Cleveland, Ohio area prices
were up 1.6% from a year ago
were up 1.6% from a year ago
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