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)
PRIMARY OBJECTIVE OF POSITION
Serving members operational and financial needs and questions via telephone/web inquiries. Cross sell all credit union services.
ESSENTIAL JOB FUNCTIONS
1. Assist Members Contacting the Credit Union by Telephone/Email.
2. Follow Current Policies and Procedures as Set by the Board of Directors.
3. Comply with financial industry Rules and Regulations as required by law.
4. Other Duties as Assigned
RELATIONSHIPS AND CONTACTS
Supervise Approximately: None
Reports To: Contact Center Manager
Contacts: Extensive daily telephone contact with members and frequent contact with other departments.
EDUCATION
High School Diploma or GED
EXPERIENCE
PHYSICAL
Physical requirements are minimal but position involves wrist/hand manipulation and sitting for long periods of time. Must be able to speak clearly and hear effectively in order to assist members over the telephone. Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.
MENTAL
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must have a strong ability to read and carry out various written instructions and follow oral instructions. Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters
EQUIPMENT
Personal computer with windows environment, copy machine, calculator and scanner.
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