Contact Center Quality Analyst, Sr. jobs in Salem, OR
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
Contact Center Representative
- OnPoint Community Credit Union
-
Portland, OR
FULL_TIME
-
Overview
Not just a Customer Service Representative, but a Contact Center Representative! We (OnPoint Community Credit Union) are a not-for-profit financial institution and are Member owned. That’s right, our Members own us and we are here to serve them with the best customer service out there! Our Contact Center team sits in our Clackamas Operations Contact Center and are the first line of communication with our Members who call in for a variety of questions, transactions and other financial services and needs. Through an interactive, responsive and consultative approach, Contact Center Representatives are responsible for effectively handling in-bound calls and emails from our Members and are passionate about providing extraordinary Customer Service. They use knowledge of financial products, services, procedures, as well as customer service skills to conduct a variety of account transactions, provide information and support, address and resolve issues/concerns and refer business to callers in a manner exceeding customer service satisfaction. OnPoint employees are rewarded, acknowledged and appreciated! We take care of our Members and OnPoint takes care of us by offering employees a generous vacation package, incentives, competitive hourly pay, 100% - paid employee medical, dental and vision premiums, Tri-Met / parking passes, 401k matching, tuition reimbursement and more!
Responsibilities- Effectively communicates with members and colleagues on general and complex inquiries and skillfully use customer service skills to find resolutions and answers to inbound calls and emails. Identifies solutions leading to the retention and the building of member relationships while consistently maintaining a high level of customer service.
- Exceeds customer service standards while maintaining peer average call volume.
- Answer all inbound calls by welcoming callers in a polite, friendly and professional manner. Continue great customer service throughout the phone call by thanking caller by name, demonstrating interest and willingness to help, projecting energy in tone, being friendly and genuine and ensuring callers’ needs are fulfilled.
- Effectively handle high inbound call volume while representing Credit Union in a friendly and professional manner while providing exceptional customer service to Members.
- Answers questions, troubleshoots requests and brings appropriate resolution to account problems.
- Maintains knowledge of all products, services, and processes offered by the Credit Union to effectively build member relationships and provide superior customer service.
- Refers financial products and services and meet established referral goals set by Contact Center Manager.
- Understands the practices of various support departments and the overall impact on customer service and the work flow.
- Is knowledgeable of and adheres to established policies, procedures and processes and exercises appropriate approval authority.
- May assist in training new and existing employees, in conjunction with Contact Center management and the Training Department.
- May perform outbound calling to build member relationships.
- Perform other duties as assigned.
- Possesses excellent written and oral communication skills. Use language effectively to gather information and facilitate the exchange of thought and ideas. Expresses self clearly and logically.
- Possesses exceptional analytical skills and use of sound judgement. Is competent at applying logic to solve problems.
- Is proficient in arithmetic, ten-key and basic computer skills
- Competently handles a variety of task simultaneously independently.
- Competently works under pressure, is skilled at calmly diffusing highly charged situations and works with a sense of urgency.
- Proficient at researching and analyzing information.
- Possesses strong interpersonal skills. Possesses excellent collaboration skills and uses positive communication techniques in order to effectively resolve conflict.
- Is a quick and thorough learner and competently applies newly learned information.
- Is quick to adopt and support frequent updates and changes.
- Must be detail oriented and skilled in data entry.
- High School Diploma or equivalent
- Preferred one year customer service experience
- Application of basic computer skills
- Preferred previous job duties in a CSR / Customer Service Representative titled position
- Knowledge of financial institutions and bilingual skills a plus
- Experience in the use of general math, experience with ten-key and basic computer skills
- Must have Saturday availability
Starting Pay: $21.00 per hour with no previous banking experience! See what it is like to be a Contact Center Representative at OnPoint: https://onpointcu.wistia.com/medias/wjjgdaj8bx
To authentically live up to our purpose of building strong communities, OnPoint is committed to prioritizing diversity, equity and inclusion in our conversations, relationships, actions, and services. Our DEI strategy will be guided by continuous education, data-driven performance metrics, shared accountability and an emphasis on cultivating meaningful and respectful connections.
OnPoint Community Credit Union is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. - 30 Days Ago
Quality Assurance Analyst
- ARK Solutions
-
Salem, OR
FULL_TIME
- Documenting completed regression tests to ensure complete system documentation for the application. Completing defect and change requests for test modifications associated with the Services that impac...
- 7 Days Ago
Quality Technician-Night Shift
- WorkSource Oregon Yamhill Center
-
McMinnville, OR
FULL_TIME
- What do we offer you?There are plenty of reasons to work at our company, such as:- A steady job with attractive pay- Healthcare, dental, vision, paid holidays, employer contributed 401K- Good training...
- 27 Days Ago
Digital Health - PDM Sr. Analyst_Business Analyst-DMA 178077 (AC)
- Deloitte US
-
Salem, OR
FULL_TIME
- Junior Business Analyst Are you looking to make an immediate impact where you can help our clients solve their business challenges? Deloitte’s Core Business Operations (CBO) portfolio operates at the ...
- 1 Month Ago
Student Energy Analyst: OSU Energy Efficiency Center
- Oregon State University
-
Corvallis, OR
FULL_TIME
- This recruitment will be used to fill multiple part-time (a maximum of 20 hours per week during academic terms and a maximum of 40 hours per week during academic breaks) Student Energy Analysts positi...
- 1 Month Ago
Board Certified Behavior Analyst (BCBA) - Early Intervention Center-Based
- Centria Autism
-
Salem, OR
FULL_TIME
- Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiri...
- Just Posted
Filters
- Filter Jobs By posted time
- Within 1 Day
- Within 2-7
- Within 1 Month
- Within 3 Months
0 Contact Center Quality Analyst, Sr. jobs found in Salem, OR area
Security Operations Center (SOC), Manager
- Zoom
-
Salem, OR
- What you can expect? The SOC Manager will be responsible for driving continuous improvement of our logging and detection...
- 4/24/2024 12:00:00 AM
Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
- Hiring Now!
-
Salem, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/24/2024 12:00:00 AM
Data Analyst
- Cardinal Health
-
Salem, OR
- **What Data Analytics brings to Cardinal Health:** The Data & Analytics Function oversees the analytics life-cycle in or...
- 4/23/2024 12:00:00 AM
Locum Tenens CRNA - Anesthesia - $175-200 per hour
- Hiring Now!
-
Salem, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
- Hiring Now!
-
Turner, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens CRNA - Anesthesia - $175-200 per hour
- Adventist Health
-
Turner, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens CRNA - Anesthesia - $175-200 per hour
- Hiring Now!
-
Independence, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
Locum Tenens Nurse Anesthetist (CRNA) - $175-200 per hour
- Hiring Now!
-
Independence, OR
- Jackson and Coker is seeking a CRNA Anesthesia for a locum tenens job in Albany, Oregon. Job Description & Requirements ...
- 4/23/2024 12:00:00 AM
About Salem, Oregon
Salem /ˈseɪləm/ is the capital of the U.S. state of Oregon, and the county seat of Marion County. It is located in the center of the Willamette Valley alongside the Willamette River, which runs north through the city. The river forms the boundary between Marion and Polk counties, and the city neighborhood of West Salem is in Polk County. Salem was founded in 1842, became the capital of the Oregon Territory in 1851, and was incorporated in 1857.
Salem had a population of 169,798 in 2017, making it the second-largest city in the state after Portland. Salem is a little under an hour's driving dis...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst, Sr. jobs
$53,153 to $72,541
Salem, Oregon area prices
were up 3.9% from a year ago
were up 3.9% 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