Job Overview:

We are seeking a detail-oriented Contact Center Quality Analyst to join our team in El Dorado Hills, California. In this role, you will be responsible for monitoring and evaluating customer interactions to ensure quality standards are met.

Job Details:

The Contact Center Quality Analyst will play a crucial role in maintaining high-quality customer service standards. You will analyze customer calls, emails, and chats to provide feedback and recommendations for improvement.

Responsibilities:

• Monitor customer interactions for quality assurance
• Evaluate agent performance and adherence to protocols
• Provide constructive feedback to agents and team leaders
• Identify training needs and develop improvement plans
• Generate reports on quality metrics and trends

Requirements:

• Excellent communication skills
• Strong attention to detail
• Ability to analyze data and identify trends
• Experience in a customer service or call center environment

Benefits:

• Competitive salary
• Health and wellness benefits
• Opportunities for career growth and development

Other Details:

This position is ideal for individuals passionate about ensuring top-notch customer service experiences. Join our team in El Dorado Hills, California and make a difference in our contact center operations. We look forward to welcoming you onboard!