Contact Center Quality Analyst, Sr. jobs in Huntington, WV

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)

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Contact center associate
  • WesBanco Bank, Inc.
  • Ironton, OH FULL_TIME
  • Requirements

    High school diploma or GED.

    Minimum of one year of banking or financial services in a customer service role preferred.

    Previous contact center experience preferred

    Job Description

    This position will work the following alternate shift :

    SUMMARY :

    The Customer Service Associate is a member of the WesBanco contact center. Responsible for responding to & resolving inbound customer requests related to bank products and services.

    Often the primary interaction a customer may have with the bank for support. Provides professional and courteous customer support.

    Customer inquiries are expected to be responded to and resolved within established department service levels.

    CUSTOMER SERVICE SKILLS :

    Willingness to provide a level of service which will clearly differentiate us from our competitors.

    Able to build and retain customer relationships against competition.

    Accepts ownership of the customer request and follows it through to resolution.

    Able to identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution.

    Partners with other departments to reach mutually satisfactory resolution of customer issues and to identify processes or procedures that can be changed to improve future customer experiences.

    INTERPERSONAL SKILLS :

    Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

    Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

    Ability to work under pressure.

    Ability to be collaborative with co-workers and employees. Team player with a positive outlook.

    Ability to maintain confidentiality.

    ESSENTIAL DUTIES AND RESPONSIBILITIES :

    Learns and maintains knowledge of deposit, loan and digital banking services and other banking products.

    Consistently meets or exceeds agent metric standards for calls handled, adherence to schedule, ready / not ready time and customer satisfaction.

    Provides customer service via various communication channels (phone, chat and email).

    Quickly and accurately assesses the urgency of customer requests and prioritize accordingly.

    Quickly resolves customer issues and complaints involving both confidential and financial information.

    Serves as liaison between customers and other bank departments and vendors.

    Provides the bank with continual feedback about the usability of our services based on customer interactions.

    Performs general clerical duties and operates various departmental equipment, file, answer phones, take messages, and handle detail work.

    May be assigned other job duties and or responsibilities with or without prior notice.

    OTHER REQUIREMENTS :

    Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing.

    You will also be expected to complete all assigned compliance training in a timely manner.

    Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems.

    Ability to type with speed and accuracy.

    Able to operate standard office equipment, including phones, computer and peripherals.

    Strong organizational and prioritizing skills.

    Strong time management skills.

    Able to multi-task in a fast-paced environment.

    Willingness to work a flexible schedule, with frequent adjustments to hours and able to work additional hours if needed.

    Ability to work outside of normal banking hours.

    Ability to work independently.

    Last updated : 2024-03-02

  • 24 Days Ago

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QUALITY ANALYST
  • HCL Technologies
  • Canada, KY FULL_TIME
  • Primary ResponsibilitiesAs a Performance test engineer, you ll be responsible for Design, script and execute load, stress testing, and deliver comprehensive reports to project team. Analyze changes in...
  • 19 Days Ago

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Quality Manager
  • ATW Companies, Inc. Career Center
  • Eastern, KY FULL_TIME
  • Judson A. Smith Company, based just outside Boyertown, PA, is a wholly-owned subsidiary of ATW Companies and a leading manufacturer of metal tubular parts and machined components to custom specificati...
  • 1 Day Ago

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IT TRAINING ANALYST
  • PIKEVILLE MEDICAL CENTER INC
  • Pikeville, KY FULL_TIME
  • IT Training Analyst-Information Systems
  • 10 Days Ago

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BOARD CERTIFIED BEHAVIOR ANALYST
  • PIKEVILLE MEDICAL CENTER INC
  • Pikeville, KY FULL_TIME
  • BOARD CERTIFIED BEHAVIOR ANALYST- AUTISM PROGRAM
  • 1 Month Ago

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CLINICAL SYSTEMS ANALYST
  • PIKEVILLE MEDICAL CENTER INC
  • Pikeville, KY FULL_TIME
  • Clinical Systems Analyst-Information Systems
  • 1 Month Ago

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0 Contact Center Quality Analyst, Sr. jobs found in Huntington, WV area

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Locum Tenens CRNA - Anesthesia - $175-200 per hour
  • Jackson And Coker
  • Huntington, WV
  • Job Description Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Huntington, West Virginia. Job ...
  • 3/28/2024 12:00:00 AM

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Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
  • Jackson And Coker
  • Huntington, WV
  • Job Description Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Huntington, West Virginia. Job ...
  • 3/28/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,819 per week
  • Adventist Health
  • Huntington, WV
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Huntington, West Virginia. Jo...
  • 3/27/2024 12:00:00 AM

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Locum Tenens CRNA - Anesthesia - $175-200 per hour
  • Jackson and Coker
  • Huntington, WV
  • Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Huntington, West Virginia. Job Description & Re...
  • 3/26/2024 12:00:00 AM

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CRNA / Anesthesiology / Ohio / Locum tenens / CRNA Locums Job in Southern Ohio for Dates in December Job
  • Jackson + Coker
  • Portsmouth, OH
  • CRNA Locums Job in Southern Ohio for Dates in December Details of Assignment: Monday through Friday, 7am-3pm hours may b...
  • 3/26/2024 12:00:00 AM

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Locum Tenens CRNA - Anesthesia - $175-200 per hour
  • Jackson and Coker
  • Portsmouth, OH
  • Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Portsmouth, Ohio. Job Description & Requirement...
  • 3/25/2024 12:00:00 AM

Huntington is in the southwestern corner of West Virginia, on the border with Ohio, on the southern bank of the Ohio River, at the confluence with the Guyandotte River. The city lies within the ecoregion of the Western Allegheny Plateau. Most of the city is in Cabell County, for which it is the county seat. A portion of the city, mainly the neighborhood of Westmoreland, is in Wayne County. Huntington is commonly divided into four main sections. The north/south divider is the CSX railroad tracks, while the east/west divider is First Street. Residents of Huntington are called "Huntingtonians." A...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$47,154 to $64,359
Huntington, West Virginia area prices
were up 1.2% from a year ago

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