COMPSYCH MANAGEMENT CORP Call Center Quality Analyst in Chicago, Illinois

This job was posted by : For more information, please see: About ComPsychComPsych Corporation is the world's largest provider of employee assistance programs (EAP) and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, wellness, work-life, HR, FMLA and absence management services under its GuidanceResources brand. ComPsych provides services to more than 45,000 organizations covering more than 100 million individuals throughout the U.S. and over 160 countries. By creating "Build-to-Suit" programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.Job SummaryAs the Call Center Quality Analyst, you will be responsible for using data to report, analyze, and drive actions for continuous improvement. You will create report, investigate and correct data integrity issues, improving operational efficiencies. You will serve as a subject matter expert and make recommendations to improve functional processes based on your analysis and expertise.Primary ResponsibilitiesWork with cross-functional teams to ensure data is accurate, actionable, and delivered to appropriate individualsDevelop and document reporting and analytic needs including dashboards, reports, trending, benchmarking, quality analyticsDevelop reports that monitor and trend data in real time hourly, daily, weekly, monthly, and annually including analysis by employee, customer, call type, time of day, etc.Analyze the data/reports and make recommendations on future actions to improve resultsIdentify ways to automate and streamline manual or inefficient processes within EAP operationsPartner with leadership and HR to identify any hiring, staffing, training, or communication needs that will drive operational and customer service improvements and/or cost, time, and quality efficienciesConduct ad hoc reporting and analysis as neededJob QualificationsDemonstrated success in a call center environmentExcellent analytical skillsExcellent verbal and written communication skillsAble to prioritize and make decisionsAble to handle multiple tasks simultaneously and shift priorities as neededStrong attention to detailStrong sense of customer serviceExperience in CMS (Call Management Supervisor) software or similar a plusBS degree requiredAdditional Benefits We OfferOur office is located in the NBC Tower, between Michigan Avenue and Lake Michigan, and is easily accessible by public transportationFull benefit package with paid time offBreakfast on Fridays and snacks/juice dailyEOE/AA/M/F/Vet/DisabilityComPsych Corporation maintains a drug free workplace.Apply Here: