Call Center Senior Quality Analyst - Remote

Overview

The Call Center Senior Quality Analyst will support contact center leadership by leveraging extensive experience in customer service, quality assurance, and data analysis to enhance the customer experience and drive continual improvement.

In Short

• Support contact center leadership with quality assurance and data analysis.
• Mine data to inform executive leadership decisions.
• Assess quality of contact center personnel and services.
• Develop and distribute analysis of key contact center programs.
• Conduct continual improvement analyses using quality principles.
• Collaborate on corrective action plans for performance enhancement.
• Create Standard Operating Procedures and instructional materials.
• Work with multiple care centers on lessons learned.
• Manage contact center quality program development.
• Utilize MS Office and quality monitoring tools effectively.

Requirements

• 10+ years of contact center experience.
• 5+ years of quality program development experience.
• 2+ years of supervisory experience managing teams.
• Bachelor’s degree in business or related field preferred.
• Proficiency with MS Office applications.
• Knowledge of contact recording systems.
• Strong problem-solving and critical thinking skills.
• Ability to work independently in a remote environment.
• Excellent communication skills.
• Attention to detail and ability to follow procedures.

Benefits

• Flexible work week options.
• 401K with company match.
• Comprehensive health and wellness packages.
• Professional growth opportunities including paid education.
• Cutting-edge technology to learn from.
• Paid vacation and holidays.
• Short and long-term disability benefits.
• Life and critical illness insurance.
• Work/life balance initiatives.
• Support for career advancement.