Current jobs related to Quality Analyst- Contact Centre - Minneapolis, Minnesota - Element Fleet Corporation

  • Senior Contact Center Operations Analyst

    1 week ago

    Minneapolis, Minnesota, United States MAXIMUS Full time

    About the RoleWe are seeking a highly skilled Senior Contact Center Analyst to join our team at MAXIMUS. As a key member of our operations team, you will play a critical role in analyzing and optimizing the performance of our contact center operations to ensure exceptional service delivery.Key ResponsibilitiesDevelop and deploy advanced data analysis methods...

  • Senior Quality Assurance Analyst

    7 days ago

    Minneapolis, Minnesota, United States Contech Systems Full time

    Job Title: IT-Qlty AnalystLocation: RemoteCompany: Contech SystemsWe are seeking a highly skilled and experienced Senior Analyst to join our Prior Authorization and Appeals Governance team. In this role, you will be responsible for end-to-end business process activities, including creating, controlling, and improving performance guarantee processes related...

  • Quality Management System Analyst

    4 weeks ago

    Minneapolis, Minnesota, United States Planet Pharma Full time

    Contract Duration: Initial 10-month contract, offering competitive hourly compensation.Position Overview: This role focuses on the responsibilities of a Quality Management System (QMS) Analyst. The selected candidate will play a crucial role in supporting various facets of the QMS while other team members are engaged in transitioning a document repository....

  • Senior Quality Assurance Analyst

    3 weeks ago

    Minneapolis, Minnesota, United States Contech Systems Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Quality Assurance Analyst to join our team at Contech Systems. In this role, you will be responsible for end-to-end business process activities, including creating, controlling, and improving performance guarantee processes related to Prior Authorization and Appeals.Key ResponsibilitiesProcess...

  • Senior Quality Systems Analyst

    4 weeks ago

    Minneapolis, Minnesota, United States Three Point Solutions Full time

    Job OverviewPosition Title: Senior Quality Systems AnalystClient: Medical Device Manufacturing OrganizationDuration: ContractualShift: Day ShiftKey Requirements:Preferred: Experience with MAP Agile or Windchill is highly desirable.Exceptional communication and interpersonal abilities to collaborate with Document Owners for executing change orders on updated...

  • Quality Assurance Specialist

    2 weeks ago

    Minneapolis, Minnesota, United States Abacus Service Corporation Full time

    Job Title: Quality AnalystAbout the Role:This is an exciting opportunity to join Abacus Service Corporation as a Quality Analyst, where you will play a key role in ensuring the quality of our software upgrades and migrations. As a Quality Analyst, you will work closely with our vendor to develop and implement QA strategies, lead QA efforts for large-scale...

  • Quality Assurance Automation Specialist

    6 days ago

    Minneapolis, Minnesota, United States AMADEUS NORTH AMERICA INC. Full time

    About the RoleWe are seeking a highly skilled Quality Assurance Automation Specialist to join our team at Amadeus North America Inc.Key ResponsibilitiesDesign and develop automated testing scripts to ensure the quality of our complex airline application software.Collaborate with colleagues, business analysts, developers, and other product development members...

  • Financial Analyst

    6 days ago

    Minneapolis, Minnesota, United States Compass Group Careers Full time

    Job OverviewCanteen One is seeking a highly skilled Financial Analyst to join our team. As a Financial Analyst, you will be responsible for providing reporting and analysis for national vending and office coffee clients, while also supporting the Senior Financial Analyst and department manager in ad-hoc analysis requests.Key ResponsibilitiesDevelop and...

  • Business Analyst

    1 day ago

    Minneapolis, Minnesota, United States Cognizant North America Full time

    About the RoleCognizant North America is seeking a highly skilled Business Analyst to join our Banking and Financial Services Consulting practice. As a Business Analyst, you will play a critical role in delivering high-quality client solutions and driving business growth.Key ResponsibilitiesLead conversations with business stakeholders to gather requirements...

  • Quality Assurance Specialist

    5 days ago

    Minneapolis, Minnesota, United States Abacus Service Corporation Full time

    Job Title: Quality AnalystJob Summary:We are seeking a highly skilled Quality Analyst to join our team at Abacus Service Corporation. The successful candidate will be responsible for leading QA efforts for a large software upgrade and migration project, working closely with vendors, and ensuring the quality goals are met.Responsibilities:Develop and...

  • Department Analyst

    2 weeks ago

    Minneapolis, Minnesota, United States Fairview Health Services Full time

    Job SummaryWe are seeking a highly skilled Department Analyst to join our team at Fairview Health Services. As a key member of our department, you will play a critical role in facilitating and supporting activities by providing analysis, insights, and financial modeling.Key ResponsibilitiesDevelop and maintain department performance metrics and dashboards,...

  • Business Systems Analyst

    1 week ago

    Minneapolis, Minnesota, United States West Advanced Technologies Full time

    Business Analyst Job DescriptionAt West Advanced Technologies, we are seeking a highly skilled Business Analyst to join our team. As a Business Analyst, you will play a critical role in driving business growth and improvement by analyzing business needs and developing solutions to meet those needs.Key Responsibilities:Elicit and document business...

  • Senior Quality Assurance Specialist

    7 days ago

    Minneapolis, Minnesota, United States Intone Networks Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Specialist to join our team at Intone Networks. As a key member of our QA team, you will be responsible for ensuring the highest quality of our data management solutions.Key ResponsibilitiesDevelop and execute comprehensive testing strategies to ensure data accuracy and integrity.Collaborate with...

  • Business Systems Analyst

    1 week ago

    Minneapolis, Minnesota, United States West Advanced Technologies Full time

    Job Title: Business AnalystWe are seeking a highly skilled Business Analyst to join our team at West Advanced Technologies. As a Business Analyst, you will play a critical role in driving business growth and improvement by analyzing business needs and developing solutions to meet those needs.Key Responsibilities:Elicit requirements from stakeholders through...

  • Business Systems Analyst

    3 days ago

    Minneapolis, Minnesota, United States West Advanced Technologies Full time

    Job Title: Business AnalystWe are seeking a highly skilled Business Analyst to join our team at West Advanced Technologies. As a Business Analyst, you will play a critical role in driving business growth and improvement by analyzing business needs and developing solutions to meet those needs.Key Responsibilities:Elicit requirements from stakeholders through...

  • Quality Assurance Specialist

    3 days ago

    Minneapolis, Minnesota, United States TechWish Full time

    Job DescriptionAt TechWish, we are seeking a highly skilled Quality Assurance Analyst to join our team. As a Quality Assurance Analyst, you will play a critical role in ensuring the quality of our software products.Key ResponsibilitiesParticipate in formal reviews of business and functional requirements and application design.Prepare a Test Plan and...

  • Senior Business Analyst

    2 weeks ago

    Minneapolis, Minnesota, United States Inspire Medical Systems I Full time

    About Inspire Medical SystemsInspire Medical Systems is a pioneering medical device company that has revolutionized the sleep industry with its FDA-approved medical device, designed to reduce Obstructive Sleep Apnea (OSA) severity for those who cannot tolerate or get consistent benefit from CPAP. Our commitment to enhancing patients' lives through sleep...

  • Senior System Analyst

    1 week ago

    Minneapolis, Minnesota, United States Synechron Full time

    Job Title: Senior System AnalystAt Synechron, we are seeking a highly skilled Senior System Analyst to join our team. As a Senior System Analyst, you will be responsible for executing in-depth analysis on complex projects and influencing business partners to develop recommendations that address business needs and opportunities.Key Responsibilities:Provide...

  • Business Analyst

    1 day ago

    Minneapolis, Minnesota, United States Cognizant Full time

    About CognizantCognizant is a leading professional services company that helps clients transform their business, operating, and technology models for the digital era. Our industry-based, consultative approach enables clients to envision, build, and run more innovative and efficient businesses.The RoleWe are seeking a Business Analyst to join our Banking and...

  • Business Analyst

    3 days ago

    Minneapolis, Minnesota, United States Cognizant North America Full time

    About the RoleCognizant North America is seeking a highly skilled Business Analyst to join our Banking and Financial Services Consulting practice. As a Business Analyst, you will play a critical role in delivering high-quality client deliverables and taking ownership of producing client content and meeting client expectations.Key ResponsibilitiesEfficiently...

Quality Analyst- Contact Centre

4 months ago

Minneapolis, Minnesota, United States Element Fleet Corporation Full time
Get 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 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:

  • 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?

As the Contact Center Quality Analyst, you will be responsible for promoting contact center and process quality on behalf of our clients. You will take ownership of root causes and drive a culture of process improvement. This role will work directly with agents to coach and deliver timely feedback on call quality.

A Day in the Life

  • 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.

Requirements

  • 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.

#LI-KT1

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)

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

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity and inclusion. 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.