- Able to readily act on challenges and seize new opportunities to adapt to changing client expectations?
- A professional with exceptional verbal, written and presentation skills to all levels of an organization?
- Review quality of work performed by staff through live monitoring and use of call recording system and applications.
- Identify training needs and communicate needs to training department as needed.
- Develop training material and conduct training sessions.
- Use quality monitoring data management system to compile and track performance at team and individual level.
- Utilize advanced tools such as Speech/Desktop Analytics, to listen to or observe category specific calls to conduct deep dives into reasons and impacts to improve First Call Resolution and satisfaction.
- Prepare and analyzes internal and external quality reports for management staff review.
- Create and maintain dashboards and complex data queries to measure trends and exposure points and quantify the impact efforts.
- Conduct calibration sessions on calls for Senior Leadership, Call Center Supervisors, or other employees on a regular cadence.
- Provide actionable data to various internal support groups as needed (Voice of the customer)
- Provide feedback to call center team leaders and managers and perform coaching as needed.
- Create and maintain standardized workflows and procedures.
- Provides recommendations for change and participates in analysis and creation of workflows and procedures to improve accuracy/efficiency.
- Bachelor's degree strongly preferred or equivalent business experience
- Intermediate to advanced excel skills required.
- 3-5 years' business experience demonstrating high attention to detail and delivering superior client experience.
- Experience with fundamental principles, practices and techniques of quality required.
- Standard understanding of the administration and oversight of quality programs, policies and procedures required.
- PowerBi experience preferred.
- ASE certification preferred.
-
Supervisor Contact Center
4 days ago
Allina Health Systems Minneapolis, United StatesNumber of Job Openings Available: · 1 · Date Posted: · May 30, 2024 · Department: · Customer Exp Ctr Care Nav · Shift: · Day (United States of America) · Shift Length: · 8 hour shift · Hours Per Week: · 40 · Union Contract: · Non-Union · Weekend Rotation: · Occasio ...
-
Supervisor Contact Center
2 days ago
Allina Health Minneapolis, United StatesNumber of Job Openings Available: · 1 · Date Posted: · May 30, 2024 · Department: · Customer Exp Ctr Care Nav · Shift: · Day/Evening (United States of America) · Shift Length: · 8 hour shift · Hours Per Week: · 40 · Union Contract: · Non-Union · Weekend Rotation: ...
-
Analyst, Quality, Contact Center
2 weeks ago
Element Fleet Corporation Minneapolis, United StatesGet started on an exciting career at Element · Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard wo ...
-
Analyst, Quality, Contact Center
1 week ago
Element Fleet Management Minneapolis, United StatesGet started on an exciting career at Element · Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard wor ...
-
Supervisor Contact Center
1 week ago
Allina Health Minneapolis, United StatesLeads the daily operations for the Contact Center, including call monitoring, training, hiring, performance management and quality assurance. Provides exceptional customer service and resolves complex escalations from all consumers. The Customer Expe Supervisor, Customer Experien ...
-
Representative Contact Center
2 weeks ago
Ridgeview Medical Center Chaska, United StatesThis position will be required to work every Monday. Purpose of the Job Using exceptional customer service practices, this position will schedule and register patients in advance for services provided throughout Ridgeview. This position is a member of and represents Ridgeview in ...
-
Representative Contact Center
3 weeks ago
Ridgeview Medical Center Chaska, United States Regular, Full timeThis position is casual. · This position will be required to work every Monday. · Purpose of the Job · Using exceptional customer service practices, this position will schedule and register patients in advance for services provided throughout Ridgeview. This position is a member ...
-
Associate, HR Operations Contact Center
1 week ago
020 Travelers Indemnity Co Saint Paul, United States Full timeWho Are We? · Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a cultu ...
-
Contact Center Support
2 weeks ago
Skoog Co Burnsville, United StatesJob Type · Full-time · Description · Who Are We? · At the Skoog & Co family of companies, established in 1987, we believe that travel helps us See The World and Change The World. Centrav, Inc., a Skoog & Co company, is the leading airline consolidator, focused on providing tra ...
-
Supervisor Contact Center
1 day ago
Allina Health Coon Rapids, United States Regular, Full time· Number of Job Openings Available: · 1 · Date Posted: · May 30, 2024 · Department: · Customer Exp Ctr Care Nav · Shift: · Day (United States of America) · Shift Length: · 8 hour shift · Hours Per Week: · 40 · Union Contract: · Non-Union · Weekend Rotation: · Occasional · Job S ...
-
Supervisor Contact Center
1 week ago
Allina Health Coon Rapids, United States Regular, Full time· Number of Job Openings Available: · 1 · Date Posted: · May 30, 2024 · Department: · Customer Exp Ctr Care Nav · Shift: · Day/Evening (United States of America) · Shift Length: · 8 hour shift · Hours Per Week: · 40 · Union Contract: · Non-Union · Weekend Rotation: · Occasional ...
-
Analyst, Quality, Contact Center
1 month ago
Element Fleet Corporation Minneapolis, United States Regular, Full timeGet started on an exciting career at Element · Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard wor ...
-
Analyst, Quality, Contact Center
4 weeks ago
Element Fleet Corporation Minneapolis, United States Regular, Full timeGet started on an exciting career at Element · Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard wor ...
-
Analyst, Quality, Contact Center
2 weeks ago
Element Fleet Corporation Minneapolis, United States Regular, Full timeGet started on an exciting career at Element · Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard wor ...
-
Contact Center Associate I
2 days ago
Innovative Blood Resources St. Paul, United States Regular, Full time· Contact Center Associate I · Job Locations · US-MN-St. Paul · ID · Category · Administrative/Clerical · Work Location Type · Hybrid · Type · Regular Full-Time · Overview · Memorial Blood Centers (MBC.ORG), a division of Innovative Blood Resources ), has been saving and sustain ...
-
Contact Center Routing Systems Analyst
3 weeks ago
Wells Fargo Minneapolis, United StatesAbout this role: · Wells Fargo is seeking a Contact Center Routing Systems Analyst to help design, build, and launch the routing platforms for our new Enterprise Level Cloud-Based Contact Center. Learn more about the career areas and lines of business at . In this capacity the a ...
-
Cannabis Contact Center Agent
1 month ago
Green Thumb Industries St. Paul, United States Regular, Full timeThe Role · LeafLine Labs is one of two Minnesota registered medical cannabis manufacturers in Minnesota. We focus on using controlled environment agriculture to produce various strains of cannabis that is turned into extraction-based medicine. · LeafLine Labs promotes a work envi ...
-
Centralized Talent Contact Center Agent
1 month ago
Renewal by Andersen South Saint Paul, United States Regular, Full time· Description & Requirements · RENEWAL BY ANDERSEN SUMMARY: · Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, ...
-
Associate HR Operations Contact Center
1 month ago
Travelers Insurance Saint Paul, United States OTHERWho Are We? · Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture ...
-
Senior Manager of Contact Center Operations
2 days ago
Minnesota Department of Employment and Economic Development St. Paul, United States Full timeThe Minnesota Department of Employment and Economic Development (DEED) is the State of Minnesota's principal economic development agency. DEED's mission is simple: to empower the growth of the Minnesota economy, for everyone. · We are driven to find talented and innovative public ...
Analyst, Quality, Contact Center - Hopkins, United States - Element Fleet Management
Description
Get started on an exciting career at ElementElement employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.
What We Need
We are looking for a Contact Center Quality Analyst who will be responsible for promoting contact center and process quality on behalf of our clients. Take ownership of root causes and drive culture of process improvement. Work directly with agents to coach and deliver timely feedback.
Are you:
A Day in the Life
What's in it for You
•A culture of innovation, empowerment, decision-making, and accountability
•Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
•Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)
•Hybrid work environment for most positions
Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.
Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans' status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request. Should you require an accommodation with our hiring process please send an email to or call
Pay transparency Nondiscrimination
Know Your Rights: Workplace discrimination is illegal