Contact Center Quality Associate

Posted yesterday

virtual vocationsDenver (CO)

Quality Control AnalystsTelemarketing Bureaus and Other Contact Centers

SENIORITY

Junior

About the role

Working remotely on a full-time basis, the Senior Associate, Contact Center Quality & Training will monitor and evaluate client interactions, analyze service performance against quality metrics, and support coaching and training initiatives to enhance the overall client experience. Key responsibilities Rate calls and processes according to pre-defined criteria and document quality issues and performance measures Assist in tracking quality team members' progress and recommend action plans for those not meeting standards Contribute to continuous improvement by participating in discussions and recommending improvements to work procedures Required qualifications 2+ years of experience in a Quality Assurance role within a high-volume Contact Center Experience measuring employee performance and coaching to call center metrics Proficiency in eLearning development tools such as Articulate Storyline or Adobe Captivate Advanced degrees (Associates, Bachelor's, or Master's) or extensive related professional experience General knowledge of banking laws and regulations preferred

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