Contact Center Quality Analyst, Sr. jobs in North Carolina

Language Fluency: English (Required)

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Please review the following job description:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time. 

1. Gather, formulate and define requirements to solve intermediate to complex business problems.

2. Provide technical team members and users with assistance solving application related problems, such as malfunctions and program problems.

3. Analyze requirements, plan and design applications using techniques, such as structured analysis, data modeling and information engineering.

4. Plan and execute appropriate testing (e.g. test plans, test cases, and test scripts) to comprehensively test assigned enhancements to business applications.

5. Coordinate the installation and application enhancements and/or releases.

6. Expand or modify applications to serve new purposes or improve work flow.

7. Assess the usefulness of pre-developed application packages and adapt them to a user environment.

8. Develop, document and revise flow chart’s system design procedures, test procedures and quality standards.

9. Review and analyze applications, including performance results, to locate code problems.

10. Oversee work products of other Systems Analysts and serve as project leaders for small-sized systems projects.

QUALIFICATIONS

Required Qualifications:

There is a strong preference for candidates with experience in AWS Contact Center or a similar cloud-based contact center
Experience with AWS services
AWS Connect
DevOps Experience

The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in Information Technology-related field, or equivalent education and related training

2. Six years of experience or equivalent proficiency in application analysis and design

3. Excellent verbal and written communication skills

4. Ability to work independently or as a member of a team

5. Ability to direct and train other team associates

6. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting

Constantly (More than 50% of the time)

Standing

Occasionally (Less than 25% of the time)

Walking

Occasionally (Less than 25% of the time)    
Visual / Audio / Speaking

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

Availability

Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

Travel

Minimal and up to 10%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.