Call Quality Admin (Temporary)

About the role

This is a temporary Quality Admin position responsible for evaluating a random sampling of technical support calls, as well as other customer contact methods.

Responsibilities

• Evaluate a random sampling of technical support calls and other customer contact methods
• Ensure compliance with prescribed client project standards, including adherence to standards, accuracy, customer experience, and contact handling efficiency
• Provide one-on-one feedback to advisors
• Interface with peers and team managers on best practices and advisor evaluations
• Participate in Client and Management meetings and conference calls

Qualifications

• High School Diploma or GED
• Preference of dual skill in both mobile tech and tech
• Exceptional performance history in the area of Quality Performance
• Coaching experience preferred
• Previous quality assessment experience preferred
• Knowledge of adult learning techniques preferred
• Understanding of Inbound/Outbound operations desired
• Familiarity with fundamental feedback and coaching skills desired
• Prior knowledge of Program Strategy strongly desired

Written warnings within the last 6 months may be reviewed on a case by case basis. Drug Screening and Background check required.