-
Quality Assurance Analyst
8 hours ago
University of Pittsburgh Pittsburgh, United StatesQuality Assurance Analyst · As a Quality Assurance Specialist, you play a crucial role in ensuring that our products, services, or systems meet established quality standards, including reliability, usability, and performance. Your responsibilities include reviewing requirements, ...
-
Contact Center Quality Assurance Analyst
2 weeks ago
F.N.B. Corporation Pittsburgh, United States Full timePosition Overview: · This position is responsible for monitoring Primary Contact Center Representatives' customer contacts by recording, reviewing, and evaluating Voice, Email, and Chat interactions. Ensures quality, policy, and compliance guidelines are consistently followed on ...
-
THE BANK OF NEW YORK MELLON CORPORATION Pittsburgh, United StatesParticipates in and identifies specific tests while executing test scenarios for unit, process, function, system integration, regression and acceptance testing. Defines criteria for testing, analyzes results of testing sessions and presents testing results to project stakeholders ...
-
Hispanic Technology Executive Council Pittsburgh, United StatesParticipates in and identifies specific tests while executing test scenarios for unit, process, function, system integration, regression and acceptance testing. Defines criteria for testing, analyzes results of testing sessions and presents testing results to project stakeholders ...
-
Quality Assurance Analyst II
1 week ago
Management Science Associates Tarentum, United StatesJob Description · Overview: Management Science Associates, Inc. (MSA) is a diversified information management company that for nearly half a century has given market leaders a competitive edge in data management, analytics, and technology. We are seeking a Quality Assurance Analy ...
-
senior quality assurance analyst
5 days ago
Federated Hermes Warrendale, United StatesPOSITION SPECIFICATIONS: · Bachelor's degree in computer science, information science or related field; or in lieu of degree 5 to 7 years of software quality assurance experience required. · Experience leading and/or as major contributor on several significant team-oriented syste ...
-
Senior Analyst
6 days ago
Intertek Pittsburgh, United States Full timeSenior Analyst - Asbestos · Intertek PSI, is searching for a Senior Analyst - Asbestos to join our Building & Construction team in our Pittsburgh, PA office. This is a fantastic opportunity to grow a versatile career in the architectural, engineering, and construction (A/E/C) ind ...
-
Senior Analyst
1 week ago
RCG Moody International Limited c/- Intertek Pittsburgh, United StatesSenior Analyst - Asbestos · Intertek PSI, is searching for a Senior Analyst - Asbestos to join our Building & Constructionteam in our Pittsburgh, PA office. This is a fantastic opportunity to grow a versatile career in the architectural, engineering, and construction (A/E/C) indu ...
-
Application Analyst
1 week ago
All Lines Technology Pittsburgh, United StatesOverview: All Lines Technology is seeking an experienced Applications Analyst to join our team. As an Applications Analyst, you will play a crucial role in designing, developing, and maintaining critical applications and integrations. Your expertise will contribute to the success ...
-
Senior Project Manager
3 weeks ago
Simplify Healthcare Pittsburgh, United StatesTitle: Sr. Project Manager · Role: The Sr. Project Manager supports the VP of Line of Business and the Client Partner, managing the company's delivery interaction with client accounts. This role ensures professional and knowledgeable handling of day-to-day client deliverables, le ...
-
Business Analyst
3 weeks ago
GDI Infotech Pittsburgh, United StatesJob Title: Business Analyst · Job Overview: · We are seeking a dynamic and detail-oriented Business Analyst with a strong background in the banking industry to join our team. The successful candidate will work closely with product experts to analyze, document, and implement busin ...
-
Digital Product Process Analyst
3 weeks ago
Dollar Bank Arsenal, United StatesDollar Bank, Pittsburgh's oldest bank, is hiring for a Digital Product Analyst. We are seeking an analytical and detail-oriented individual to join our digital "run the Bank" team. In this role, you will play a critical role in maintaining and optimizing our existing digital prod ...
-
Data Analyst
2 days ago
IntePros Pittsburgh, United StatesIntePros is excited to partner with a Fortune 200 Investment Banking and Financial Company in helping them identify a Data Analyst for a critical engagement in Pittsburgh, PA. This role is hybrid 3 days a week on site. · Responsibilities: · Data Collaboration: Partner with source ...
-
Senior Payroll Analyst
2 weeks ago
Howmet Aerospace Pittsburgh, United StatesHowmet is currently in search of Senior Payroll Analyst (Time & Attendance) to join the Global Financial Shared Services group in Pittsburgh, PA. This position supports the HR Direct Time & Attendance (Workbrain) application which includes schedule management, time collection & ...
-
Analyst I
4 weeks ago
Eurofins Horti Pittsburgh, United StatesFull-timeCompany Description · Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you ...
-
Senior Inventory Analyst
5 days ago
Duquesne Light Company Pittsburgh, United StatesOverall Purpose: · The Sr Inventory Analyst will develop and implement advanced inventory optimization strategies, improve inventory turns, minimize stockouts, and reduce excess inventory levels. The position will lead efforts to improve working capital and reduce our carrying co ...
-
Advanced Metering Infrastructure Manager
3 weeks ago
Carnegie Mellon University Pittsburgh, United States Full timeUnder the direction of the University Engineer, the Advanced Metering Infrastructure Manager is responsible for the development, deployment and ongoing operations of the AMI system. The position supports high level performance of meter data management (MDM), data analytics, deman ...
-
GIS Technician
1 week ago
Oxford Solutions Pittsburgh, United States2 to 5 years of GIS experience · Oxford Solutions currently has a contract to hire opening with our engineering client for a GIS Analyst. · Responsibilities · Gather, compile, migrate and convert data sets from a variety of internal and external sources · Research, update and mai ...
-
University of Pittsburgh Medical Center Pittsburgh, United StatesPurpose: · The Center for Public Service Psychiatry offers a unique fellowship for early career psychiatrists to build skills that will enable them to work in public sector psychiatric settings effectively. This position will assist in the organization and conduct of the fellowsh ...
-
Developer
1 week ago
The Dignify Solutions LLC Pittsburgh, United StatesExpertise · VB6, C#, , .net Core, VB, Telerik, Java Script, HTML, CSS - migrate legacy systems to .net · SQL Server developer: T-SQL developer, fully hands on with database and table designs, stored procedures, functions, triggers and advanced performance tuning · Database per ...
Contact Center Quality Assurance Analyst - Pittsburgh, United States - F.N.B. Corporation
![Default job background](https://contents.bebee.com/public/img/bg-user-ex-1.jpg)
Description
Primary Office Location:
503 Martindale Street 4th Floor. Pittsburgh, Pennsylvania
Join our team. Make a difference - for us and for your future.
Position Title: Contact Center Quality Assurance Analyst
Business Unit: Retail Operations
Reports to: Manager of Contact Center Quality Assurance
Position Overview:
This position is responsible for monitoring Primary Contact Center Representatives' customer contacts by recording, reviewing, and evaluating Voice, Email, and Chat interactions.
Primary Responsibilities:
Conduct call monitoring of telephone calls, email, and secure Chat messages related to a variety of customer service requests and general bank inquiries.
Provide clear and concise feedback on a number of quality metrics including authentication, empathy, procedural knowledge, and system navigation.
Work with supervisors and management to drive improvement within and across the Contact Center to ensure a consistent client experience.
Identify problem areas during call monitoring to improve agent performance. Track and document calls monitored, evaluation scores and trends on a daily basis. Provide coaching suggestions from call monitoring to Contact Center supervisors and management.
Identify complaint and escalation calls for the purpose of conducting in-depth audits to ensure Contact Center regulatory and fiduciary compliance.
Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas.
Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information.
Attend and participate in partner and internal calibration meetings. Effectively communicate with other members of the Quality team regarding strategies, processes and procedures to ensure consistent productivity.Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
BA or BS
Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
3
Skills Required to Perform the Primary Responsibilities of this Position:
Excellent communication skills, both written and verbal
Excellent customer service skills
Detail-oriented
MS Word - Intermediate Level
MS PowerPoint - Intermediate Level
MS Excel - Intermediate Level
Ability to use a personal computer and job-related software
Excellent organizational, analytical and interpersonal skills
Strong facilitation, problem solving, research, and decision making skills.
Fluent bilingual Spoken and Written Spanish preferred, not required.
Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A
Physical Requirements or
Work Conditions Beyond Traditional Office Work:
N/A