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)
St. Joseph's Center, a provider of compassionate care and support to individuals with intellectual disabilities, is looking for a leader who is passionate about quality care to fill the role of Director of Quality and Incident Management. This role will plan, develop and direct a program to manage all aspects of quality management including risk mitigation and process improvement. We are looking for a dynamic and enthusiastic leader who can inspire a culture of excellence in care and support to those who need it most.
The Director of Quality and Incident Management is a full-time senior level management position based at St. Joseph's Center administrative headquarters in Scranton, PA. This is a salaried position with healthcare benefits, paid time off, retirement plan, and other additional benefits.
Why You'll Love St. Joseph's Center
You will get to work in a collaborative, supportive work environment within a non-profit mission driven organization. You will be part of a team that strives to make meaningful impact on the lives of individuals with intellectual disabilities while improving the quality of life for the community in which we live and work. St. Joseph's Center has over 130 years of experience in caring for people with disabilities and we are on a mission to provide the highest standard of care and support.
What You Get
What You'll Do
What’s Required of You
If you are ready to be part of a team that values empathy, respect, and the well-being of every individual then partner with us today!
Non-Discrimination Policy
St. Joseph’s Center is an equal opportunity employer and provider of services and referrals to clients without regard to race, color, religious creed, disability, ancestry, national origin, age, gender, sexual orientation or limited English proficiency
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