Call Center Quality Analyst Resume Samples
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Call Center Quality Analyst Resume Samples
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AM
A McCullough
Alize
McCullough
56034 Adriel Summit
Phoenix
AZ
+1 (555) 777 9952
56034 Adriel Summit
Phoenix
AZ
Phone
p
+1 (555) 777 9952
Experience
Experience
Chicago, IL
Call Center Quality Analyst
Chicago, IL
Feil LLC
Chicago, IL
Call Center Quality Analyst
- Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
- Produce reporting based on audits and offer suggestions, job-aids, etc. for improvement
- Writes fundamental documentation in a clear, concise manner and according to standards
- Utilize feedback from customers to facilitate improved quality of services being provided
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
- Conduct customer interaction and ticket reviews, and complete evaluations
present
Houston, TX
Call Center Quality Analyst
Houston, TX
Wiegand-Armstrong
present
Houston, TX
Call Center Quality Analyst
present
- Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Assist Quality Assessment Manager in accessing and maintaining Witness Systems database
- Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
- Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint and Microsoft Visio
- Perform ticket audits of each operations team, ensuring the proper documentation and workflow of service request per internal procedure
Education
Education
Bachelor’s Degree
Bachelor’s Degree
Temple University
Bachelor’s Degree
Skills
Skills
- Proficient in math and analytical ability
- Shares knowledge effectively within the quality team
- Knowledge of call center terminology, applications, and metrics
- Excellent verbal, written and interpersonal communication skills
- This position is with AIS and will have local and national responsibilities in the support of IT end users and IT quality initiatives across Ascension
- Ability to utilize Microsoft applications, including Outlook, Word, Excel, Access and PowerPoint
- Strong analytical, problem solving and decision-making skills
- Quality calibration with team members and other support staff and team leads
- Superior ability to manage time to meet multiple priorities and deadlines
- Familiarity with a variety of quality concepts, practices, and procedures
6 Call Center Quality Analyst resume templates
Read our complete resume writing guides
1
Call Center Quality Analyst Resume Examples & Samples
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
- Assess training and coaching needs, client service skills, product knowledge and system navigation skills. Report performance trends to Quality Assessment Manager
- Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
- Assist Quality Assessment Manager in accessing and maintaining Witness Systems database
- Associate's degree or equivalent education and related training
- Two to three years of experience in a client service environment
- Excellent verbal, written and interpersonal communication skills
- Proficient in math and analytical ability
2
Call Center Quality Analyst Resume Examples & Samples
- Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors
- Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business
- Knowledge of and ability to utilize tools, techniques and processes for gathering and reporting data in a particular department or division of a company
- Knowledge of the organization's customer support policies, standards and procedures and ability to guide customers on all company interactions
3
Call Center Quality Analyst Resume Examples & Samples
- Work with call center management to create and facilitate a comprehensive quality and audit process
- Conduct daily/weekly/monthly call audits of randomly selected agent calls
- Complete agent evaluation forms in quality recording software platform
- Develop individual agent performance scorecards and aggregate department scores. These directly impact the agents’ assessments and ratings
- Provide detailed and timely feedback to top management on performance results; provides detailed recommendations with follow-through
- Identify opportunities to improve the work processes and environment and works to implement these
- Identify process issues that are obstacles to providing a positive patient experience and implements changes and upgrades as needed
- Primary participant in training sessions for phone support, customer service, systems upgrades
- Provides training/orientation of new personnel under the direction of management
- Strong analytical, problem solving and decision-making skills
- Superior ability to manage time to meet multiple priorities and deadlines
- Strong working knowledge of Microsoft Office products, required
- Advanced proficiency in Microsoft Excel; experience using pivot tables, preferred
- Familiarity with a variety of quality concepts, practices, and procedures
- Knowledge of call center terminology, applications, and metrics
4
Call Center Quality Analyst Resume Examples & Samples
- Education: High school diploma or G.E.D. (accredited)
- Experience: Two years of relevant work experience
- Call center or customer service experience required
- Ability to work in and/or back-up all incoming call queues for the various segments within the department. Assist with dispatch when needed
- Ability to cross train and develop others
- Advanced typing and computer skills – MS Office (including Excel, Word, Outlook, etc.)
- Ability to multi task and to react well under pressure and treats others with respect
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
- Required to exert physical effort in handling objects less than 30 pounds rarely
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely
5
Call Center Quality Analyst Resume Examples & Samples
- Conduct customer interaction and ticket reviews, and complete evaluations
- Conduct Analyst soft skill, process adherence & technical coaching
- Conduct ticket audits which align with current processes and standards
- Conduct Quality sessions for new hire orientation
- Conduct Quality 1 on 1s with Service Desk and Field Services Analysts
- Writes fundamental documentation in a clear, concise manner and according to standards
- Shares knowledge effectively within the quality team
- Works directly with leadership to communicate and address quality concerns
- Utilize feedback from customers to facilitate improved quality of services being provided
- Quality calibration with team members and other support staff and team leads
- Develop and evolve the Ascension Information Services Quality Program
- Investigate and determine root cause of customer complaints
- Conduct / Lead training sessions (as needed). Works closely with Training department
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Identify areas for service improvement and design service improvement plans
- This position is with AIS and will have local and national responsibilities in the support of IT end users and IT quality initiatives across Ascension
- Bachelor's degree preferred or equivalent experience
- Willingness to travel approximately 10% in support of other Ascension locations
- Willingness to reside within a commutable distance of Troy, MI
- Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint and Microsoft Visio
- Prefer a minimum 3 years’ experience with an IT Continuous Service Improvement (CSI) Quality program
- Prefer prior Quality Coaching experience in an IT Service Provider organization
- Experience developing course material, leading technical training sessions in classroom setting, web based, or CBT training in an IT Service Provider organization preferred
- Experience in writing, editing technical articles for publication in an IT knowledge data base preferred
- It is preferred to have experience with ServiceNow software and/or other related IT service management software
- Analytically inclined with attention to detail and accuracy
- Ability to work under pressure and prioritize work appropriately
- Maintains the confidential nature of sensitive data
6
Call Center Quality Analyst Resume Examples & Samples
- QA Customer Service Representatives. Regularly conduct call and email observations; report compliance with quality measures
- Coach and assist in the development of team members to strengthen individual and departmental goals
- Serves as a conduit to keep Department Manager and Director abreast of any improvements, challenges that either positively or negatively affect Customer Service
- Assist Customer Service Representatives with inquiries, education and support
- Be proactive and act, as needed to assist all members of the Customer Service Department
- Accept additional duties and responsibilities as delegated by higher levels of management
- Minimum 3 years experience in a customer service or call center environment preferably in the benefits, financial services or insurance service arena with a proven proficiency in resolving customer problems
- 3 Years of Directly Related Experience
- FPC or other Benefit Certifications (i.e. CEBS) Preferred
- Bachelor's Degree or its equivalent in education and experience
- Have knowledge of standard policies, procedures, and practices within the Service Center
