| Contact Center Quality Analyst II |
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| Also referred to as: Contact Center Quality Analyst II, Call Center Quality Monitoring Analyst II, Contact Center Quality Assurance Analyst II, Contact Center Quality Assurance Auditor II |
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| Requirements and Responsibilities |
| Monitors and evaluates the quality of inbound and outbound customer interactions. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and implements training programs. Works with other internal teams to define quality metrics, standards, and processes. May recommend and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. Occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. Typically requires 2-4 years of related experience. |
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| Similar Jobs: Contact Center Traffic and Scheduling Analyst II, Contact Center Quality Analyst III, Contact Center Quality Analyst I, Contact Center Director, Contact Center Manager, SVP of Contact Center Operations, Contact Center Senior Manager, Contact Center Traffic and Scheduling Analyst III, Contact Center Scheduler I |
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| Level of Education: Contact Center Quality Analyst II Salaries with an Associate's Degree, Contact Center Quality Analyst II Salaries with a Bachelor's Degree, Contact Center Quality Analyst II Salaries with a Master's Degree or MBA, Contact Center Quality Analyst II Salaries with a JD, MD, PhD or Equivalent |
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| Industries: Aerospace & Defense, Biotechnology, Business Services, Chemicals, Construction, Edu., Gov't. & Nonprofit, Energy & Utilities, Financial Services, Healthcare, Hospitality & Leisure, Insurance, Internet, Media, MFG Durable, MFG Nondurable, Pharmaceuticals, Retail & Wholesale, Software & Networking, Telecom, Transportation | |
