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)
Direct Wire & Cable is seeking a Quality Analyst to join our team! As a part of our amazing team, you will work closely with different departments to perform and validate test cases based on quality requirements and recommend changes to predetermined quality guidelines at Direct Wire.
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As a valued member of our team, you will enjoy a comprehensive benefits package that includes medical, dental and vision insurance from day one, as well as disability and life insurance. You will also benefit from our 401K plan with matching contributions, flexible paid time off, paid holidays and floating holidays, and an annual work boot allowance for manufacturing roles. Plus, you will have the opportunity to participate in our wellness program that encourages healthy living and rewards you for your efforts. Our worksites are smoke-free.
We are proud of our values and vision, and we work hard every day to live up to them. We also care deeply about our employees, and provide them with a safe, rewarding, and fun work environment. We believe that happy employees make happy customers and invite you to apply to join our great team!
Direct Wire’s core values are the foundation of our company and shape its past, present, and future. These guiding principles and beliefs are essential to our success and define who we are, how we act, and what is important to us.
Be a Great Person: Practice the highest integrity, care for and respect all, and always do the right thing.
Serve Your Customers Well: Do whatever it takes for customer success, be driven for mutual success, and be willing to sacrifice for the greater good.
Do Great Work: Seek continuous improvement, take the initiative and be proactive with solutions, be eager to share your ideas, and practice fanatical attention to detail.
Be a Great Teammate: Be positive, enthusiastic, and energetic, be fun to work with and for, be a good listener, and be eager to serve others well.
Job Type: Full-time
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Work Location: In person
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