Contact Center Quality Analyst 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 provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. Additionally, Contact Center Quality Analyst typically requires a bachelor's degree. Typically reports to a manager. The Contact Center Quality Analyst gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Analyst typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for a Contact Center Quality Assurance Analyst.
As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:
JOB SUMMARY:
The Contact Center Quality Assurance Analyst is responsible for quality monitoring incoming and outgoing calls via Voice and chat as well as associated documentation and scheduling of the Radiology Central Scheduling Representatives and/or phone representatives. He/she will provide actionable insight and assessing the quality of the performance of Contact Center phone throughout Stamford Health who handle inbound/outbound calls with our existing and potential patients.
Job Identification: 2185
Job Category: 020 - Clerical
Posting Date: 2024-04-11T20:11:54 00:00
Job Schedule: Full time
Locations: 32 Strawberry Hill Ct Stamford CT 06902 US
Regular or Temporary: NA