Contact Center Quality Analyst jobs in New Jersey

Chubb North American Contact Center Shared Services group directly supports insurance operations programs impacting both Clients and Agents across Chubb’s North America business divisions. The group is primarily responsible for enabling key initiatives across various departments with a focus on delivering first class customer experience and exceptional operational service. Additional responsibilities include the management of large-scale technology and operational projects involving the Contact Center platform. The team collaborates with Business, Technology and Trading Partner stakeholders to define, analyze, and deliver strategic Technology and Operational processes. Members of the team are expected to take leadership roles in various projects as well as personal accountability for delivering first class products and solutions for Chubb, our clients, and our stakeholders.

As a Contact Center Business Analyst, you’ll be responsible for a wide range of project and stakeholder management functions such as, but not limited to, identifying and documenting business requirements, functional design, process design (including flow mapping), performing User Acceptance Testing, defining support procedures, and supporting implementation and go-live.

Responsibilities: 

• Act as a contact center subject matter expert for one or more lines of business
• Manage stakeholder partnerships
• Lead requirement gathering sessions and manage multiple projects from inception to implementation
• Manage and prioritize project backlog to meet tactical and strategic goals
• Partner with IT, Infrastructure and Business stakeholders to ensure successful project go-live
• Perform in depth analysis to identify processes and procedures eligible for streamlining and increased efficiency
• Participate in Agile ceremonies
• Creation and execution of UAT test scripts
• Defect management
• Status reporting and providing milestone updates to senior leadership
• Participation in off hours production release events including check outs & validation