Call Center Analyst Job at Insight Global, Stamford, CT

QVhSMEpSeEpLT21WUXl0eGxadEpCL2Y1
  • Insight Global
  • Stamford, CT

Job Description

Must Haves:

  • 3+ years of customer service, quality call, or call center experience
  • Experience transcribing and picking up certain key indicators/ information in calls
  • Strong experience with Excel: ability to format cells, formulas, package up a report, etc.
  • Good communication & listening skills
  • Ability to create reports & presentations based off call information
  • Bachelors Degree

Nice to Have:

  • Telecommunication Experience
  • Previous experience within a call center

Day-to-Day:

Insight Global is hiring for a Quality Call Center Analyst to sit 100% onsite for a large, telecommunication company. This person would be joining the Service Transformation Team within the Customer Operations Organization. This Quality Call Center Analyst will be joining a team comprised of program managers, business analysts, and other project managers. This group is working on a new program launch that will encompass multiple phases. The goal of this group is offering "next best decision/action" or NBO to customers by incorporating the artificial intelligence tool, Pega. In other words, when a customer calls in, the platform will interrupt the call and be able to pull past call data or their customer profile. Based off the current data, the AI tool will suggest the next best action or predict why the customer is calling in that way they are directed to the right person/center that will overall better customer experience. This Quality Call Analyst will be listening and gathering context from customer calls with agents. This Quality Call Center Analyst will be listening to see what areas could have been improved in the call to better the customer experience or how they did giving the " next best offer".

Job Tags

Similar Jobs

Associated Home Care

Caregiver - Short Shifts Job at Associated Home Care

Associated Home Care is hiring Home Health Aides! Benefits: Competitivepay,direct deposit,holiday pay,higherweekendpay Flexible scheduling - pick the shift that works best for your lifestyle Weekday - Short shifts ~ Career advancement opportunities...

Vanguard-IP

Life Sciences Patent Litigation Associate Job at Vanguard-IP

 ...REQUIREMENTS Ideal candidates will have experience in life sciences/pharmaceutical patent litigation with a bachelor's degree or an advanced degree in biology, molecular biology, immunology, pharmacology, biochemistry, or chemistry. Strong academic credentials, as well... 

Towardjobs

Remote Work From Home Online - Paid Research Panelist - Data Entry Clerk Job at Towardjobs

 ...Position: Remote Work From Home Online - Paid Research Panelist - Data Entry...  .... Data entry clerk experience is not necessary Job Benefits...  ...: Flexibility to take part in discussions online or in-person...  ...hours. You can do this part-time or full-time Enjoy free... 

CareAparent

Caregiver / Certified Nursing Assistant (CNA) / Home Health Aide (HHA) / Patient Care Assistant (PCA) Job at CareAparent

 ...seeking Caregivers to make that happen. Are you a Certified Nursing Assistant (CNA), Patient Care Assistant (PCA), or Home Health Aide (HHA...  ...Competitive compensation Paid Training Paid Time Off Travel Pay Are you dependable and punctual? Do you have good communication... 

The Charleston Place

Senior Executive Pastry Chef Job at The Charleston Place

 ...luxury waterfront hotel, opening in 2025; Sorelle, a multi-level Italian restaurant concept; The Riviera Theater, a revitalized iconic...  ...Humility JOB DESCRIPTION: As the Senior Executive Pastry Chef, you will oversee the entire pastry operation across our hotels...