Quality Admin- Temporary

About the Role

The Quality Admin evaluates a random sampling of technical support calls and other customer contact methods, ensuring compliance with client project standards such as adherence to standards, accuracy, customer experience, and contact handling efficiency. The Quality Coach provides one‑on‑one feedback to advisors, interfaces with peers and team managers on best practices and advisor evaluations, and participates in client and management meetings and conference calls.

Responsibilities

• Evaluate random samples of technical support calls and other customer interactions.
• Ensure compliance with prescribed client project standards (adherence, accuracy, customer experience, handling efficiency).
• Provide one‑on‑one feedback and coaching to advisors.
• Collaborate with peers and team managers on best practices and advisor evaluations.
• Participate in client and management meetings and conference calls.

Requirements

• High School Diploma or GED.
• Preference for dual skill set in both mobile technology and general tech.
• Exceptional performance history in 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.