Workforce And Quality Analyst

Mercer Belong Inc

Pyy range: $45,300.00 - $67,900.00
Monitor call, case and chat volumes
Document and communicate issues impacting slas
Ensure efficient staff utilization
The Workforce and Quality Analyst will support strategic communication by monitoring call, cases and chat volumes, ensuring staff are efficiently utilized and in the proper channel/task

Job Summary

  • The Workforce and Quality Analyst will support strategic communication by monitoring call, cases and chat volumes, ensuring staff are efficiently utilized and in the proper channel/task.
  • This role involves exception management, applying mitigation tactics during outages, and making recommendations for enhancements to training materials to improve the overall student experience.
  • The company is committed to expanding access to higher education through online, competency-based degree programs and being a great place to work for a diverse workforce.

Matching Summary

The Workforce and Quality Analyst will support strategic communication by monitoring call, cases and chat volumes, ensuring staff are efficiently utilized and in the proper channel/task.

Salary

Pay Range: $45,300.00 - $67,900.00

Skills & Requirements

Must-have

  • Monitor call, case and chat volumes
  • Document and communicate issues impacting SLAs
  • Ensure efficient staff utilization
  • Manage vendor and internal site outages
  • Analyze reports and adjust staffing

Nice-to-have

  • Proactive and anticipatory approach
  • Adaptability to changing environments
  • Team collaboration and independent work

Key Requirements

  • Bachelor's degree or equivalent relevant experience
  • Two years of contact center auditing experience
  • Experience evaluating and developing scorecards
  • Experience leading and tracking calibration activities

Work Rights

Not specified

Tailored Resume

Cover Letter