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)
The Team Georgia Marketplace initiative continues to grow with the addition of this Contact Center Analyst position. We are seeking an individual with strong technical PeopleSoft and customer service skills lead the day to day efforts of analyzing customer business needs and issues. This role also extends into tracking and control of resources and staffing for the help desk, working under minimal supervision and serving as an expert assigned area.
Job Responsibilities:
Technical Competencies
Telephony Competencies
Required Skills
This position may require some travel.
Completion of a pre-employment background check is required.
DOAS participates in a hybrid work environment and
telework is encouraged with some days in the office required.
MINIMUM ENTRY QUALIFICATIONS:
· Associate's degree in a related field from an accredited college or university
· OR Two years of experience at the lower level Help Desk Analyst 1 (ITP150) or position equivalent.
Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.
PREFERRED QUALIFICATIONS: Preference will be given to applicants who, in addition to meeting the minimum qualifications, possess one or more of the following items below. PLEASE CLEARLY INDICATE YOUR KNOWLEDGE OF THESE QUALIFICATIONS ON YOUR RESUME.
Three years of experience in help desk, call center or systems support environment
Experience working with PeopleSoft Financials
Experience working with Procurement Applications Systems in a call center environment
Applications accepted at Team Georgia Careers
https://careers.georgia.gov/jobs/contact-center-analyst-spd-44253
Due to the volume of applications received, we are unable to provide information on application status by phone or email. Only those applicants selected for an interview will be contacted by the hiring agency.
This position is subject to close at any time once a satisfactory applicant pool has been identified.
DOAS is an equal opportunity employer.
When applying for this position, you will be asked if you meet the minimum qualifications for this position as stated below and may possibly be presented with additional questions to assess preferred qualifications. Preference will be given to applicants who meet one or more of the preferred qualifications and have demonstrated experience clearly indicated in their work history.