Contact Center Quality Analyst, Sr. jobs in Oklahoma

This is a Contact Center job where you will have your own private cubicle workspace. The Contact Center Specialist provides the primary contact for social service program specific education, technical assistance and support to state agency customers.

Duties include but are not limited to:

• Providing comprehensive customer assistance through inbound phone support by conducting initial assessment, research and resolution.
• Maintains large amounts of inbound and outbound calls in a timely manner
• May follow a communication script when handling different topics
• Navigating case management and database systems ensuring client confidentiality is maintained.
• Enters and maintains information to the call center database. Uses database to research information
• Providing education and technical assistance for state agency customers regarding program and case details and associated follow-up requirements.
• Maintaining case management systems by documenting any required follow-up and contact outcomes.
• Performs various duties as needed to successfully fulfill the function of this position

**This position may also be eligible for remote or hybrid work.**

Job Requirements---

Required Education: High School Diploma or GED, AND:

• 6 months experience in customer service or at a call center.

Skills:

• Basic computer skills.
• Ability to communicate verbally and in writing.
• Ability to understand written material and instructions.
• Excellent customer service skills.
• Detail oriented.
• Ability to research information to obtain an answer or solution to a problem in a timely manner.

Certifications:

• None

Advertised Physical/Environmental Requirements:

• Ability to sit and talk for prolonged periods.
• Hand and finger dexterity.
• Engage in repetitive motion of the wrist, hand, and fingers.
• Office Environment.

Supervision: None

Departmental Preferences:

• 24 months professional experience in education, technical assistance, social services, contact center and/or general office duties.
• Ability to multi-task and deal with stressful situations
• Bilingual fluency in Spanish/English languages
• Experience working in a contact center environment

TO BE CONSIDERED FOR THIS JOB PLEASE APPLY ON OUR WEBSITE

www.jobs.ou.edu - with job #240840

Job Type: Full-time

Pay: $16.00 - $16.50 per hour

Schedule:

• Monday to Friday

Ability to Commute:

• Norman, OK (Preferred)

Ability to Relocate:

• Norman, OK: Relocate before starting work (Preferred)

Work Location: In person