- Cincinnati About DMI DMI is a leading global provider of digital services working at the intersection of public and private sectors.
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Investigations Quality Assurance Analyst I
1 week ago
Fifth Third Bank Cincinnati, United States Full timeMake banking a Fifth Third better · We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. · GENERAL FUNCTION: Responsible for sampling Suspicious Activity Reports (SARs) and alerted activity in acc ...
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Quality Assurance Analyst II
6 days ago
Aprecia Pharmaceuticals Blue Ash, United StatesGeneral Purpose of Position : · This position is primarily responsible for collaborating with all departments to provide Quality support for all operational areas at Aprecia's Blue Ash facility as well as help with creation of processes and procedures at Aprecia's Blue Ash facili ...
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Senior Quality Assurance Analyst
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Great American Insurance Company Union, United StatesBe Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expe ...
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Software System Analyst
1 week ago
Encore Talent Solutions Cincinnati, United StatesEncore Talent is currently searching for a Business Systems Analyst III for an end client requirement. Must have analysis of business requirements and system designs, Business System Analyst, and Project Management and Business Analysis. · Full lifecycle application development ...
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CBTS Cincinnati, United StatesLocation: Cincinnati, OH 45227 – Onsite 5 Days a week Duration: 6-12 Month Contract with Right-to- Hire. Pay: $ $60.00 per Hour W-2; ---NO SPONSORSHIP, NO C2C ----- · SharePoint/Power Platform Business Analyst · CBTS is searching for a SharePoint/Power Platform Business Analyst w ...
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Business Analyst
1 week ago
Flooid Cincinnati, United StatesThe Flooid Business Analyst ("BA") works in an Agile environment as part of a multi-discipline team to identify and manage business requirements through their life cycle. The BA documents processes and requirements to ensure smooth workflow and fosters an atmosphere of strong com ...
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Quality Review Analyst II
1 week ago
Fifth Third Bank Cincinnati, United StatesMake banking a Fifth Third better · We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. · GENERAL FUNCTION: The Quality Review Analyst II administers Quality Reviews for Mortgage Performing and Def ...
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Business Analyst III
23 minutes ago
Global Force USA Cincinnati, United StatesRole: Business Analyst III - W2 - Onsite (Local to Cincinnati, OH) · Duration: Long-Term · Location: Cincinnati, OH · Job Description · Full lifecycle application development · Designing, coding and debugging applications in various software languages. · Software analysis, code a ...
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Senior Business Analyst- ETL/BI
1 day ago
Dice Cincinnati, United StatesDice is the leading career destination for tech experts at every stage of their careers. Our client, ProCorp Systems Inc., is seeking the following. Apply via Dice today · Senior Business Analyst- ETL/BI · Location: Cincinnati, OH · Duration: 9 Months + · Analysis of business ...
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Compliance Analyst II
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Fidelity National Information Services Cincinnati, United StatesPosition Type : · Full time · Type Of Hire : · Experienced (relevant combo of work and education) · Education Desired : · Bachelor of Business Administration · Travel Percentage : · 1 - 5% · Job Description · Looking for an Analyst to support with the Risk Advisory Analyst to sup ...
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AGE Senior Systems Analyst
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NavitsPartners Cincinnati, United StatesJob Description · Job DescriptionPosition: AGE Senior Systems Analyst · Location: Blue Ash, OH · Duration: 2 Months · Job Summary · The client is looking for a skilled, experienced, and motivated Senior Systems Analyst with expertise in software systems analysis and quality assur ...
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Quality Review Analyst II
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Fifth Third Bank, N.A. Cincinnati, United StatesMake banking a Fifth Third better · We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. · GENERAL FUNCTION: The Quality Review Analyst II administers Quality Reviews for Mortgage Performing and De ...
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Business Analyst
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Flooid Cincinnati, United StatesThe Flooid Business Analyst ("BA") works in an Agile environment as part of a multi-discipline team to identify and manage business requirements through their life cycle. The BA documents processes and requirements to ensure smooth workflows and fosters an atmosphere of strong co ...
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Enterprise Risk Analyst Intern
1 week ago
Federal Home Loan Bank Cincinnati, United StatesEnterprise Risk Analyst Intern · General Summary: · As an Enterprise Risk Analyst Intern you will assist in · developing, enhancing, and maintaining documentation, policies, reports, · records, and processes in support of Enterprise Risk Management Department · (ERM) roles, res ...
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Business Analyst
5 days ago
Flooid Cincinnati, United StatesThe Flooid Business Analyst ("BA") works in an Agile environment as part of a multi-discipline team to identify and manage business requirements through their life cycle. · The BA documents processes and requirements to ensure smooth workflows and fosters an atmosphere of strong ...
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Project Manager
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Agility Partners Cincinnati, United StatesAgility Partners is looking for a qualified Epicor Project Manager for a local top - tier manufacturer of engineered components. · The role will consist of: · Project Planning: Lead the development of project plans, timelines, and budgets for Epicor ERP implementations, upgrades ...
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Credit Analyst
1 week ago
Kao USA, Inc. Cincinnati, United StatesThe role: · The Credit Analyst will monitor all domestic and affiliate international accounts for past due balances. The Credit Analyst will also monitor all domestic and affiliate international accounts for ongoing credit worthiness. The Credit Analyst will help maintain an app ...
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Software Engineer
1 day ago
V-Soft Consulting Group Cincinnati, United StatesSoftware Engineer - Business Analyst III · Primary Location: Cincinnati, Ohio · V-Soft Consulting is currently hiring for a · Software Engineer - Business Analyst III · for our premier client in · Cincinnati, Ohio . · Education and Experience " · Undergraduate degree in com ...
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Treasury Compliance Officer
1 week ago
Federal Home Loan Bank Cincinnati, United StatesTreasury Compliance Officer · General Summary: · Maintains, · tests and assures implementation of improvements to the control environment of · the Treasury Department. Assures · departmental compliance with regulations and that required documentation is in · place by working wi ...
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Treasury Compliance Officer
3 hours ago
Federal Home Loan Bank Cincinnati, United StatesTreasury Compliance Officer · General Summary: · Maintains, · tests and assures implementation of improvements to the control environment of · the Treasury Department. · Assures · departmental compliance with regulations and that required documentation is in · place by working ...
Customer Service Quality Assurance Analyst - Cincinnati, United States - Digital Mobile Innovations LLC
Description
Customer Service Quality Assurance Analyst Job ID Category Quality Assurance Location US-OHDMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.
About the Opportunity DMI, LLC is seeking a Customer Service Quality Assurance Analyst. Our Managed Services business needs a Customer Service Quality Assurance Analyst to join our staff. This role ensures that all customer interactions meet company and customer standards.This means that they review calls, chats, and tickets to discover issues and use the quality assurance compliance program to address gaps in agents' skillset and coach them to improve.
Call center Quality Assurance Analysts also compile issues and recommendations to leadership monthly for where strengths and opportunities may fall.
Within their feedback, the QA team will support recommended upskilling training related to customer service and technical skills.The Quality Assurance Analyst will also prepare and/or update existing guidelines to ensure customer interactions are at their desired quality level.
This analyst needs strong communication skills, is comfortable delivering and receiving feedback, and works with agents to meet monthly metric scores.
This individual will need to be able to have state and local clearance.Roles and Responsibilities:
Understand the role and technical skills required of agents. Monitor and evaluate calls, chats, and tickets to identify deviations from organizational policies and standards. Synthesize and analyze interaction data to report on ticketing, QA scores, average handle time, timing, and other key metrics. Audit and review quality assurance processes and tasks, looking for continuous improvement. Document opportunities and provide feedback and coaching to improve contact center quality. Foster an environment of continual process and operational improvement for the Contact Center. Administration of the quality assurance module within the virtual contact center software. Bi-Weekly coaching sessions and calibrations with agents. Real-time live coaching and shadowing sessions with agents. Build a strong relationship with key stakeholders in the Contact Center. Assist with onboarding and nesting program for agents. Assist in the creation of soft skills, customer service, and ticket management training courses as needed. Meet monthly goals and objectives that will be set by the department head monthly as needed for business needs.
Qualifications Education and Years of Experience:
High School diploma or better. Advanced skillset for utilizing Microsoft Office products such as PowerPoint and Excel. 3 years of relevant experience working in a contact center environment. Experience using an analytics tool such as Domo or Qlik. Experience using contact center software such as Five9 or Nice inContact. Exeperience using QA software such as Verint.
Requirements:
Regular and reliable attendance. Ability to work overtime to complete tasks. Strong time management and prioritization skills. Strong attention to detail and organizational skills. An analytical mind and inclination for problem-solving. Ability to analyze ticket notes for structure, grammar, and comprehension. Ability