Job description

Job Summary: Monitor and evaluate contact center employee-customer interactions using call monitoring system by performing the following duties. 2-3 QA specialist report to this position.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Evaluates a statistically valid sample of calls to determine a program level score for each assigned contract.
• Provides completed call evaluation forms to supervisors so feedback can be given to customer contact employees.
• Participates in calibration sessions to insure that all those doing call monitoring are evaluating performance the same way.
• Meets calibration accuracy goals.
• Attends product training to sharpen evaluation skills for specific contract.
• Responsible for taking client calls every month.
• Uses keyboarding to enter data into database, timekeeping and quality systems.
• Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Qualifications: The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

Education and/or Experience: One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one situations to other employees of the organization.

Mathematical Skills: Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills: To perform this job successfully, an individual should have the ability to learn basic of various software in a Windows environment.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk. Specific vision abilities required by this job include close vision.

• Pay: $50k
• Schedule: 11:30am-8:00pm Central Time/ Sunday and Wednesday Off

Job Type: Full-time

Pay: $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Experience:

• QA: 2 years (Required)
• Call Center QA: 2 years (Required)

Work Location: Remote

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