Report Analyst

Frostburg, MD, US, 21532

Description: 

 

OBJECTIVE

Report to the Site Director the Analyst position will participate in activities involving quality assurance and compliance with applicable regulatory requirements.

 

ESSENTIAL FUNCTIONS

* Take the information from the audits and create reporting to allow operations to identify areas of opportunity

* Running reports

* Make recommendations based on data from reports

 

REQUIRED EDUCATION AND EXPERIENCE
Associate's Degree

2 years. 1-2 years of Call Center experience

 

COMPETENCIES
Customer Service Metrics

Statistical Reporting

Performance Metrics

Real Time Call Monitoring

Customer Service Monitoring Software

Call Center regulations

Total Quality Management (TQM)

Process design and implementation

Effective writing and communication

Works well with minimal direction

 

SUPERVISORY RESPONSIBILITY
No

 

WORK ENVIRONMENT
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers and filing cabinets.

 

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

 

POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position. Days and hours of work are (Monday through Friday, 8:30 a.m. to 5 p.m.)

 

OTHER DUTIES
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  

 

 

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at www.continuumgbl.com.

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. 

Continuum recruiting correspondence will always come from a talent acquisition representative with an official @continuumgbl e-mail address.  In addition, our representatives will never ask for any form of payment from a new hire or candidate. Please report suspicious activity to Corporate.Security@continuumgbl.com.


Nearest Major Market: Cumberland