Call Center Quality Analyst

  • location: Louisville, KY
  • type: Contract
  • salary: $19 per hour
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job description

Call Center Quality Analyst

job summary:
Are you a Call Center (Customer Service) Quality Analyst looking for your next exciting opportunity? If so, this may be the right position for you!

A Fortune 10 Healthcare Company, the world's largest in medical supplies, is looking to bring on 5 Call Center Quality Analysts to join their team. This 6-7 month contract will be will be remote to start, and may transition back onsite once the company offices re-open. For this reason, candidates must be located in either Louisville, Kentucky or Dallas,Texas.

The Quality Analyst will be responsible for monitoring and evaluating the quality of inbound and/or outbound telephone calls, internet interactions, mail processing and associated system documentation.

 
location: Louisville, Kentucky
job type: Contract
work hours: 8 to 5
education: High School
experience: 2 Years
 
responsibilities:
  • Monitors and evaluates the quality of inbound and/or outbound telephone calls, internet interactions, mail processing and associated system documentation.
  • 2 calls, and 2 cases monthly requirement
  • 1:1 Quality coaching
  • Participates in the creation of quality assurance policies, procedures and metrics.
  • Documents adherence to required customer service quality standards and assigns component and overall performance scores. May identify key, recurring issues across the department.
  • Provides continuous review and enhancement of established customer service quality standards. Recommends modifications where appropriate.
  • Completes special projects and research as requested by management.
 
qualifications:
  • Previous call center customer service experience and knowledge of call center monitoring/evaluating preferred.
  • Right-brain thinker: strong knowledge of client calls and business rules.
  • Strong interpersonal, process improvement, attention to detail, analytical, organization and prioritization skills are required.
  • Working knowledge of call center quality operations and team leadership in a multi-channel contact center environment.
  • Excellent verbal, written, communication and active listening skills.
If this sounds like you, please click to apply today!

 
skills: Client Service
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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