Contact Center Quality Analyst
About The Position
The Contact Center Quality Analyst monitors overall performance expectations for frontline and management staff and supports adherence to contact center procedures. This specialized role focuses on the quality and efficiency of customer interactions, helping maintain customer satisfaction, improve agent performance, and ensure compliance with established standards and procedures. The analyst reviews call surveys and repeat-caller reports, evaluates customer interactions against contact center policies and procedures, and identifies opportunities, patterns, and challenges. The role includes internal and external performance auditing, providing feedback to representatives and managers, and working with management and contact center staff to create a consistent positive customer experience. The analyst also delivers new-hire and refresher training, including classroom training for incoming Digital Support employees.
Requirements
- 1–3 years of contact center or banking experience.
- Well organized.
- Excellent telephone, computer, written, and oral communication skills.
Responsibilities
- Review call surveys and repeat-caller reports and provide feedback to representatives and managers to support improved call handle times and customer interactions.
- Analyze contact center policies and procedures to evaluate customer interactions and identify opportunities, patterns, and challenges.
- Conduct internal and external performance auditing.
- Collaborate with management and Contact Center staff to create a uniform positive customer experience through new-hire and refresher training.
- Train incoming Digital Support employees in a classroom setting.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Accidental death and dismemberment insurance
- Short-term and long-term disability insurance
- Parental leave
- Employee Assistance Program (EAP)
- Traditional and Roth 401(k) with company match
- Flexible Spending Account (FSA)
- Employee Stock Purchase Plan at a 5% discount
- Critical illness insurance
- Accident insurance
- Transportation and commuting benefits
- Banking benefits
- Pet insurance
- Tuition reimbursement
- Annual discretionary bonus eligibility
- Production bonus eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
