Quality And Training Analyst - Ft - Days - Dio - Hybrid Eligible
Memorial Healthcare System
Not specified, Not specified, US
Hybrid eligible
Call quality monitoring
Customer service standards
Training program development
Memorial Healthcare System is seeking a Quality and Training Analyst to oversee quality and performance standards in a contact center environment. This hybrid role involves developing training programs, monitoring interactions, and analyzing quality trends to enhance agent performance and ensure compliance with customer service standards
Job Summary
Responsible for overseeing the contact center's quality and performance standards, alongside developing, and implementing comprehensive training programs.
Conduct evaluations utilizing departmental quality monitoring forms, utilizing Speech Analytics tool, and recorded Omni Channel media for assessment.
Develop training programs designed to give newly hired employees the skills to be successful in the role, including systems, customer service soft skills, and department processes and procedures.
Matching Summary
Match Score: 85
Memorial Healthcare System is seeking a Quality and Training Analyst to oversee quality and performance standards in a contact center environment. This hybrid role involves developing training programs, monitoring interactions, and analyzing quality trends to enhance agent performance and ensure compliance with customer service standards.