Job Summary: We are seeking a highly organized and detail-oriented Quality Assurance Administrator to join our team. In this role, you will be responsible for performing Call Monitoring evaluations in a fast-paced call center environment. The ideal candidate will have prior experience in call center operations, call monitoring, and call listening. The candidate should possess excellent Excel navigation skills and data entry abilities. The role requires multitasking capabilities, including listening to calls while navigating through various systems. The Quality Assurance Administrator will be responsible for testing the completion and accuracy of pre-defined standards, following documented policies and procedures, and meeting strict deadlines. Strong communication skills and the ability to ask questions effectively are essential to succeed in this role.
- Conduct Call Monitoring evaluations to ensure adherence to quality standards and identify areas for improvement.
- Listen to recorded calls, assess agent performance, and provide constructive feedback to the call center team.
- Use Excel and other relevant software tools to navigate and enter data accurately.
- Multitask efficiently by listening to calls while simultaneously navigating through various systems.
- Test the completion and accuracy of pre-defined standards and document findings.
- Follow documented policies, procedures, and quality assurance guidelines consistently.
- Collaborate with the Quality Assurance team to develop and update evaluation criteria and standards.
- Identify trends and patterns in call center performance and provide actionable insights to drive improvements.
- Communicate effectively with call center agents, supervisors, and managers to address quality-related issues and provide guidance.
- Maintain accurate records of evaluations, feedback, and performance metrics.
- Meet established deadlines for completing evaluations and reporting results.
- Prior experience working in a call center environment is essential.
- Proven experience in call monitoring and call listening is required.
- Proficiency in Excel and data entry is necessary.
- Strong multitasking skills with the ability to listen to calls while navigating systems.
- Familiarity with quality assurance processes and principles.
- Exceptional attention to detail and accuracy.
- Ability to follow documented standards, policies, and procedures.
- Strong verbal and written communication skills.
- Comfortable asking questions and seeking clarification when necessary.
- Excellent time management and organizational skills.
- Ability to meet strict deadlines and work effectively under pressure.