| Contact Center Quality Analyst, Sr. |
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| Also referred to as: Contact Center Quality Analyst, Sr., Call Center Agent Quality Monitoring Senior Analyst, Contact Center Planning and Monitoring Senior Analyst |
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| Requirements and Responsibilities |
| Monitors and evaluates inbound and outbound interaction quality. Tracks issues in the quality monitoring systems or tools and analyzes the results. Provides feedback to improve performance and develops training programs. Works with other internal teams to define quality metrics. May suggest and identify process improvements. Typically requires a bachelor's degree. Typically reports to a manager. Work is generally independent and collaborative in nature. Contributes to moderately complex aspects of a project. Typically requires 4-7 years of related experience. |
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| Similar Jobs: Contact Center Quality Analyst, Contact Center Manager, Contact Center Director, Contact Center Senior Manager, Contact Center Traffic and Scheduling Analyst II, Contact Center Traffic and Scheduling Analyst III, Top Contact Center Executive, Contact Center Scheduler I, Inbound Contact Center Senior Supervisor |
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| Level of Education: Contact Center Quality Analyst, Sr. Salaries with a High School Diploma or Technical Certificate, Contact Center Quality Analyst, Sr. Salaries with an Associate's Degree, Contact Center Quality Analyst, Sr. Salaries with a Bachelor's Degree, Contact Center Quality Analyst, Sr. Salaries with a Master's Degree or MBA, Contact Center Quality Analyst, Sr. 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 | |
