Contact Center Quality Analyst, Sr. jobs in Pine Bluff, AR

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 specialist
  • Simmons bank
  • Bluff, AR FULL_TIME
  • It's fun to work in a company where people truly BELIEVE in what they're doing!

    We're committed to bringing passion and customer focus to the business.

    Do you like helping people achieve financial peace of mind? We offer just that in a fast pace, multi-dimensional work environment with the ability to earn additional incentive pay monthly and be promoted after meeting well defined quality, training, and production goals.

    The Customer Contact Center Specialist I passionately performs a full range of customer service via multimedia communication as directed by the management of the Contact Center.

    Essential Duties and Responsibilities

    Receives and processes incoming calls or messages from customers.

    Responds to inquiries and determines the appropriate response or direction, and proactively offering the most convenient solutions or options for the customer.

    Completes various operational processes to support customer requests.

    Processes account balance or transfer requests, stop payment orders, changes of address and other customer requests or authorizations.

    Completes trouble shooting if needed to support a customer inquiry.

    Reviews reports, prepares correspondence, and participates in special department projects as required.

    Ensures that all departmental documents and activities are performed in compliance with applicable laws, regulations, policies, and procedures as applicable to this position, including completion of required compliance training.

    Performs other duties and responsibilities as assigned.

    Qualifications

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

    Ability to read and comprehend complex instructions, short correspondence, and memorandums.

    Ability to read and interpret documents such as procedures manuals, general business correspondence and / or journals, or government regulations.

    Ability to effectively communicate orally or with written word depending on role

    Ability to efficiently navigate a multi system (10) environment to resolve issues customers are experiencing

    Ability to problem solve by thinking critically and asking probing questions.

    Ability to listen effectively and deescalate customer frustrations using empathy

    Education and / or Experience

    HS Diploma / GED

    One year of providing outstanding customer service or sales experience, preferably in a financial setting, is required.

    Specialized Training

    None

    Computer Skills

    Proficient with a PC

    MS Word and Excel

    Certificates, Licenses, Registrations

    None

    Other Qualifications (including physical requirements)

    Must possess excellent telephone skills, including a professional speaking voice.

    Must have good oral and written communication skills.

    Must present as friendly and professional.

    Must maintain punctual and regular attendance.

    Other

    Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

    Activities, duties and responsibilities may change at any time with or without notice.

    Skills Training :

    Communication, Critical Thinking, Judgment and Decision Making, Sales

    Customer Service, Professional Telephone Skills , Business Writing

    Equal Employment Opportunity Information : Simmons First National Corporation and its subsidiaries are committed to a policy of equal employment with respect to a person's race, color, religion, sex, ancestry, sexual orientation, gender identity, national origin, covered veterans, military status, physical or mental disability or any other legally protected classifications.

    Simmons First National Corporation and its subsidiaries are committed to Affirmative Action Programs consisting of results-oriented procedures to ensure equal employment opportunities.

    These programs require positive action in lieu of neutral non-discrimination and merit hiring / performance policies.

    Last updated : 2024-03-22

  • 7 Days Ago

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Customer Contact Center Specialist I
  • Simmons Bank
  • Bluff, AR FULL_TIME
  • It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.Do you like helping people achieve financial peace...
  • 3 Days Ago

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Sr Quality Technician
  • General Dynamics Ordnance & Tactical Systems
  • Hampton, AR FULL_TIME
  • Overview This position works under limited supervision and operates a variety of machining tools. Major Position Responsibilities Operates fluoroscope to inspect metal castings for hidden defects, suc...
  • 20 Days Ago

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Sr Quality Technician - Calibration
  • General Dynamics Ordnance & Tactical Systems
  • Hampton, AR FULL_TIME
  • Overview Knowledge of calibration/metrology discipline, practices, and procedures. Under minimal supervision, capable of applying principles, concepts, and continuous improvement practices related to ...
  • 21 Days Ago

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Sr Engineer, Quality
  • Aerojet Rocketdyne
  • Camden, AR FULL_TIME
  • Job Overview Aerojet Rocketdyne is seeking a Senior Quality Engineer to join our growing facility in Camden, Arkansas. Under general supervision, conduct review and approval of Purchase Requisitions, ...
  • 22 Days Ago

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Sr Quality Project Lead-Title lll OSD
  • Aerojet Rocketdyne
  • Camden, AR FULL_TIME
  • Job Overview We are seeking a Senior Analyst, Project Management to work out of our growing Camden, AR location. Works under limited general direction and exercises considerble latitude in determining...
  • 20 Days Ago

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0 Contact Center Quality Analyst, Sr. jobs found in Pine Bluff, AR area

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Senior Financial Analyst
  • Pactiv Evergreen
  • Pine Bluff, AR
  • Overview: Pactiv Evergreen Inc. (NASDAQ: PTVE) is a leading manufacturer and distributor of fresh foodservice and food m...
  • 3/29/2024 12:00:00 AM

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FT Customer Service Agent (Work From Home)>
  • Destinee Travel
  • Pine Bluff, AR
  • [Customer Support / Remote] Anywhere in U.S. / Up to $65K per year / Extremely flexible hours - As a Customer Service Ag...
  • 3/29/2024 12:00:00 AM

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FT Customer Service Representative (Work From Home)>
  • Guild Mortgage Company
  • Pine Bluff, AR
  • [Customer Support / Fully Remote] - Anywhere in U.S. / Up to $23 per hour / Medical, dental, vision, & life / 401k match...
  • 3/29/2024 12:00:00 AM

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Travel Nurse RN - Med Surg - $1,560 per week
  • Adventist Health
  • Pine Bluff, AR
  • Supplemental Health Care is seeking a travel nurse RN Med Surg for a travel nursing job in Pine Bluff, Arkansas. Job Des...
  • 3/28/2024 12:00:00 AM

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Account Associate - State Farm Agent Team Member
  • Archie Sanders - State Farm Agent
  • Pine Bluff, AR
  • Job Description Job Description Position Overview: Are you outgoing and customer-focused? Do you enjoy working with the ...
  • 3/27/2024 12:00:00 AM

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DFA SERVICE REPRESENTATIVE
  • Arkansas Government Job
  • Pine Bluff, AR
  • DFA SERVICE REPRESENTATIVE Date: Mar 21, 2024 Req ID: 37502 Location: Pine Bluff, AR, US, 71601 Category: DFA - REVENUE ...
  • 3/27/2024 12:00:00 AM

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Customer Relations Representative - State Farm Agent Team Member
  • Archie Sanders - State Farm Agent
  • Pine Bluff, AR
  • Job Description Job Description Position Overview: Are you outgoing and customer-focused? Do you enjoy working with the ...
  • 3/26/2024 12:00:00 AM

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Customer Service Representative - State Farm Agent Team Member
  • Archie Sanders - State Farm Agent
  • Pine Bluff, AR
  • Job Description Job Description Position Overview: Are you outgoing and customer-focused? Do you enjoy working with the ...
  • 3/25/2024 12:00:00 AM

Pine Bluff is the tenth-largest city in the state of Arkansas and the county seat of Jefferson County. It is the principal city of the Pine Bluff Metropolitan Statistical Area and part of the Little Rock-North Little Rock-Pine Bluff Combined Statistical Area. The population of the city was 49,083 in the 2010 Census with 2017 estimates showing a decline to 42,984. The city is situated in the Southeast section of the Arkansas Delta and straddles the Arkansas Timberlands region to its west. Its topography is flat with wide expanses of farmland, consistent with other places in the Delta Lowlands....
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$47,249 to $64,489
Pine Bluff, Arkansas 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