If you want to make a positive impact in the lives of Oklahomans, join us at the Center for Public Management (CPM) because that is what we do daily. CPM is a department within the College of Continuing Education at the University of Oklahoma. We provide public sector agencies, staff, service providers, clients and community partners training, research and consultant support for professional and programmatic development. We deliver cost-effective, customer-oriented solutions that are tailored to meet unique needs and situations.

The Quality Analyst is responsible for evaluating and scoring inbound customer interactions and other work products to ensure they meet defined quality criteria. The position will support additional escalated functions to support contract deliverables.

Duties include:

• Reviewing completed applications and inbound customer calls and providing documented feedback to the management team


• Assist management by identifying opportunities for performance and operational improvements


• Assist as needed with training materials


• Researches information using specialized databases. Maintains accurate call tracking information through the database.


• Maintains a level of knowledge and skill needed to complete complicated contact center transactions.


• Participates in initial and ongoing training to maintain knowledge of contact center and agency policies and procedures.


• Processes and follows up on customer requests as needed.


• Perform related duties as assigned to successfully fulfill the function of the position.

This position may be eligible for remote or hybrid work.

Required Education:  High School Diploma or GED, AND:

• 24 months experience in a call center or front line customer service.

Skills:

• Proficient using a computer and telephone·       


• Detail oriented for accuracy of data and information       


• Ability to communicate verbally and in writing·        


• Ability to build rapport with the caller        


• General office skills such as multi-line phone, copying, filing, faxing, and mail


• Strong initiative to solve problems   


• Ability to handle stressful, complicated, and heated calls in a professional and calm manner

Certifications:

• None

Advertised Physical Requirements:

• Sit for prolonged periods. 


• Engage in repetitive motion. 


• Use of computer and telephone. 


• Standard office environment.

Special Instructions: If you are selected as a final candidate for this position, you will be subject to The University of Oklahoma Norman Campus Tuberculosis Testing policy.  To view the policy, visit https://hr.ou.edu/Policies-Handbooks/TB-Testing.

Why You Belong at the University of Oklahoma: The University of Oklahoma fosters an inclusive culture of respect and civility, belonging, and access, which are essential to our collective pursuit of excellence and our determination to change lives. The unique talents, perspectives, and experiences of our community enrich the learning, and working environment at OU, inspiring us to harness our innovation, creativity, and collaboration for the advancement of people everywhere.

Equal Employment Opportunity Statement: The University of Oklahoma, in compliance with all applicable federal and state laws and regulations, does not discriminate based on race, color, national origin, sex, sexual orientation, genetic information, gender identity, gender expression, age, religion, disability, political beliefs, or status as a veteran in any of its policies, practices, or procedures. This includes, but is not limited to, admissions, employment, financial aid, housing, services in educational programs or activities, and health care services that the University operates or provides.