Quality Assurance Call Center(Call Center)

Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners); complete phone time to keep current on programs (as applicable)
Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals
Maintain strong program knowledge base; basic understanding of client products, services and/or program strategies
Participate in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
Participate in calibration sessions/call listening sessions with Quality staff, Delivery, and clients to ensure scoring consistency and best practices
Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.) and reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Delivery Team, Client, Account Management, and Resource Unit partners)
Contribute to maintaining forms and legends documents

Self- starter, sense of urgency and works well under pressure.
Associates Degree in related field from a four- year college or university with 3- 5 years of experience preferred.
Strong attention to detail.
Strong communication skills, both written and verbal.
Demonstrated ability to multi- task and meet timelines o deliverables.
Proficient in Microsoft Office.

Inssurance 100%
14 annual Leave
100% Salary in probation
healthcare 24/7

Cập nhật gần nhất lúc: 2023-12-15 23:25:20