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Call Center

4 months ago

Des Moines, United States Strategic Staffing Solutions Full time

Job Title: Quality Assurance Administrator

Duration: 6 Month contract; chance to extend/convert to full time.

Location: WEST DES MOINES, IA (HYBRID)

Industry: Financial Industry


Required Qualifications:

  • Attention to detail
  • Call center management experience
  • Previous experience working with web-based quality tracking systems. Moderate proficiency in Excel, Word, SharePoint.
  • Moderate MS Office proficiency


Job Responsibilities:

  • Quality Assurance that involves call monitoring of post-remediation customer service calls .
  • An unprecedented spike in volume on call evaluations on certain products is expected in the next few months.
  • This person will listen to a call and go through a structured checklist to submit a sample report to the managers.
  • Will focus on 3-4 very specific calls with FAQ’s and talking points.
  • Most of the calls are dedicated to Home and Auto Loans, but not exclusively.
  • A report is exported from the call application, working off the previous month’s activity.
  • Currently done manually on a spreadsheet, may move to Jira in the future.
  • QA Admin will be assigned the calls and can organize their own structure on how to address their assigned tasks.
  • Usually do about 8 calls per day.
  • Calls are usually 10 minutes in length, then about 15 minutes to compile the sample to submit to the managers for review.