Call Center Quality Assurance Administrator

Job Description

Excel experience is an absolute must. Someone who is comfortable navigating spreadsheets, has a basic understanding of formulas, and understands how to input information. I've added additional details below.

• This position is 100% in-office schedule.
• Schedule: M-F, 7:30am – 4:30 pm ET/CT, 60m unpaid break
• Details about the position:
  • What will this candidate be responsible for? Quality Assurance Evaluations (Call Monitoring, Document review, etc.)
  • What does an average day look like? Reviewing data (various source) and inputting results into Excel trackers.
  • Metrics/standards to be met: 100% accuracy and efficiency (SLA) requirements
• Required skills:
  • Comfort with navigating and inputting data into macro-based/formula heavy excel documents
  • Ability to focus intently upon task to ensure accurate validation and timely results
  • Time management/organization skills
  • Attendance
  • Strong ability to convey written message with high attention to punctuation and grammar
• Background/Experience to seek:
  • Call Center
  • Quality Assurance
  • Leadership (team lead, supervisor)
  • Peer reviews, second-level reviews, etc.
  • Call Monitoring/ call listening
  • Coaching/training

Job Description:

• Monitor and evaluate the quality of inbound or outbound customer calls. Document quality issues and performance measures for management review.
• Oversee a group of service monitors.

Required Qualifications:

• 2+ years of Quality Assurance, or equivalent demonstrated through work experience.

Comments for Suppliers:

• Quality Assurance Call Monitoring Testing
• Require basic knowledge of Excel
• QA experience for call center and/or call center experience needed

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