Contact Center Quality Analyst jobs in North Carolina
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)
Recently Added Contact Center Quality Analyst jobs
Systems Analyst-Contact Center
- Truist Insurance Holdings, LLC
-
Raleigh, NC
FULL_TIME
- The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one. Need Help? If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response). Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America) Please review the following job description: Provide systems analysis support for interfacing business and computer application systems. Develop or modify procedures to solve complex business problems considering client needs, application capabilities and industry requirements. Work with Business Analysts, Developers, Operations, and other tech partners to ensure effective design. This is considered a technical expert role and not business-facing. . This role will work on the migration, configuration and deployment of AWS Connect. ESSENTIAL DUTIES AND RESPONSIBILITIES Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Gather, formulate and define requirements to solve intermediate to complex business problems. 2. Provide technical team members and users with assistance solving application related problems, such as malfunctions and program problems. 3. Analyze requirements, plan and design applications using techniques, such as structured analysis, data modeling and information engineering. 4. Plan and execute appropriate testing (e.g. test plans, test cases, and test scripts) to comprehensively test assigned enhancements to business applications. 5. Coordinate the installation and application enhancements and/or releases. 6. Expand or modify applications to serve new purposes or improve work flow. 7. Assess the usefulness of pre-developed application packages and adapt them to a user environment. 8. Develop, document and revise flow chart’s system design procedures, test procedures and quality standards. 9. Review and analyze applications, including performance results, to locate code problems. 10. Oversee work products of other Systems Analysts and serve as project leaders for small-sized systems projects. QUALIFICATIONS Required Qualifications: There is a strong preference for candidates with experience in AWS Contact Center or a similar cloud-based contact center Experience with AWS services AWS Connect DevOps Experience The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Bachelor’s degree in Information Technology-related field, or equivalent education and related training 2. Six years of experience or equivalent proficiency in application analysis and design 3. Excellent verbal and written communication skills 4. Ability to work independently or as a member of a team 5. Ability to direct and train other team associates 6. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products OTHER JOB REQUIREMENTS / WORKING CONDITIONS Sitting Constantly (More than 50% of the time) Standing Occasionally (Less than 25% of the time) Walking Occasionally (Less than 25% of the time) Visual / Audio / Speaking Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone. Manual Dexterity / Keyboarding Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers. Availability Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need. Travel Minimal and up to 10% General Description of Available Benefits for Eligible Employees of TIH: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of TIH Insurance Holdings, LP (TIH) offering the position. TIH offers medical, dental, vision, life insurance, disability, accidental death and dismemberment and tax-preferred savings accounts, along with other voluntary benefits. All regularly scheduled teammates (not temporary or contingent workers), regardless of the number of scheduled hours, can contribute to a 401(k) savings plan and you become eligible for Company matching contributions after one year of service and attainment of age 21. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on TIH’s generous benefit plans, please visit our Benefits site. Eligible employees may have the opportunity to participate in a deferred compensation plan and/or have an ownership interest in TIH in the form of profits interest or capital interest. As you advance through the hiring process, you will learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work. This position is part of TIH. Truist Financial Corporation has completed the sale of Truist Insurance Holdings (TIH). As a result, TIH is a separate company from Truist Bank as of May 6, 2024. Refer to the news release for details. TIH Insurance Holdings, LP (TIH) supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. TIH is a Drug Free Workplace. EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify When it comes to protecting what matters most in business and everyday life, we believe our clients should never settle for less than the best. For more than a century, we’ve relied on expertise, resources, and relationships to deliver insurance, risk management and employee benefit solutions focused on our clients’ priorities and what they value most. Our experienced risk management specialists develop highly tailored solutions while listening, learning, and executing with precision under the guidance of our four core principles: Integrity: We do what we say, every time. Determination: We relentlessly pursue success on your behalf. Passion: We are specialists in our field driven to serve you. Collaboration: We build strong relationships with teammates, partners, and you to create the best solutions. The world is ever changing as is the risk environment facing businesses and individuals alike. McGriff is committed to providing our clients with the guidance necessary to help them successfully navigate their risk path. Learn more at www.mcgriff.com
- 2 Days Ago
Senior Contact Center Planning Analyst
- B10 Wells Fargo Bank, N. A.
-
CIC Customer Information Ctr, NC
FULL_TIME
- About this role: Wells Fargo is seeking a Senior Contact Center Planning Analyst as part of Consumer and Small Business Banking Operations. Learn more about our career areas and lines of business at w...
- 1 Month Ago
Contact Center Routing Systems Analyst
- OneTen
-
CHARLOTTE, NC
FULL_TIME
- About this role: Wells Fargo is seeking a Contact Center Routing Systems Analyst to help design, build, and launch the routing platforms for our new Enterprise Level Cloud-Based Contact Center. Learn ...
- 26 Days Ago
Contact center
- Victra
-
Winterville, NC
FULL_TIME
- Why Join VICTRA Victra is the largest Verizon authorized retailer in the United States. Our mission is to connect people to life changing technologies that help change the world. Our credo, Every Gues...
- 20 Days Ago
Software Engineer-Contact Center
- Truist Insurance Holdings, LLC
-
Raleigh, NC
FULL_TIME
- The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one. Need Help? If yo...
- 2 Days Ago
Contact center specialist
- Zoom
-
Raleigh, NC
FULL_TIME
- What you can expect In this role you will grow adoption and deployment of Zoom Contact Center (CCaaS), Zoom Virtual Agent, and Zoom Engagement Management capabilities (WFO / WFM). Increasing awareness...
- 3 Days Ago
Contact Center Quality Analyst jobs at Popular Companies
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- Epic Special Education Staffing
-
Lake Stevens, WA
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-
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- Epic Special Education Staffing
-
Frederick, MD
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Call Center Analyst, Work Force Management *Remote*
- Providence St. Joseph Health
-
Renton, WA
- Description Providence Health Plan caregivers are not simply valued - they're invaluable. Join our team and thrive in ou...
- 6/11/2024 12:00:00 AM
Bilingual Call Center Analyst
- Clark Creative Solutions
-
Silver Spring, MD
- Job Description Job Description We are seeking a highly motivated and customer-oriented Bilingual Call Center Representa...
- 6/11/2024 12:00:00 AM
Call Center Analyst & Scheduling Specialist
- Metlife Legal Plans
-
Cleveland, OH
- Job Description Job Description MetLife Legal Plans is currently hiring a Client Service Center Analyst & Scheduling Spe...
- 6/11/2024 12:00:00 AM
Technical Lead
- TekJobs
-
Alpharetta, GA
- Required Skills: Tier2 Support. Focus on Outage and Incident tickets passed from T1- team 12*5 and 24*7 on Call. Analyst...
- 6/8/2024 12:00:00 AM
Call Center Analyst 1
- Iron Bow Technologies
-
Manassas, VA
- Iron Bow Technologies is for people who believe trust is paramount, transformation is embraced, and the future is here, ...
- 6/8/2024 12:00:00 AM
About North Carolina
North Carolina (/ˌkærəˈlaɪnə/ (listen)) is a state in the southeastern region of the United States. It borders South Carolina and Georgia to the south, Tennessee to the west, Virginia to the north, and the Atlantic Ocean to the east. North Carolina is the 28th-most extensive and the 9th-most populous of the U.S. states. The state is divided into 100 counties. The capital is Raleigh, which along with Durham and Chapel Hill is home to the largest research park in the United States (Research Triangle Park). The most populous municipality is Charlotte, which is the second-largest banking center in...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Analyst jobs
$42,902 to $59,477