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Call Center Quality Assurance Specialist

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Newark, United States Adecco Full time

Adecco is searching for a Call Center Quality Assurance Specialist for a meal subscription company in Newark, NJ through end of the year (possible extension) Must be able to commute to Newark, NJ 2-3 days a week.


The Outbound Quality Assurance Specialist is an important part of our growing team. The main function of this role is to monitor interactions from associates in our outbound partner sites to assess adherence to call scripting and compliance to critical regulatory processes.


You will…

  • Complete the required minimum of outbound agent interactions evaluations daily (voice)
  • Evaluate adequacy of quality assurance standards
  • Report to Supervisor to enhance outbound processes and customer experience
  • Assure ongoing compliance with quality
  • Calibrate with Quality Assurance Leaders
  • Maintain a compliance calibration score of 90%
  • Maintain a compliance calibration deviation score within 7 percentage points of Voice of Quality
  • Analyze data to identify agent and team level opportunities for improvement and provide detailed feedback to QA Supervisor
  • Participate in projects and pilot programs designed to improve existing processes and the customer experience


You are…

  • Customer obsessed - Absolute passion for ensuring a great customer experience with every contact
  • A "Foodie" – fanatical about food
  • An identifier of problems and find solutions
  • A natural owner - Super reliable and thoughtful in managing your responsibilities, cares about the outcome and quality of work, and earns the trust of your colleagues
  • Collaborative in a team environment and successful independently
  • Impeccable detail management, and organization


You have...

  • Must be currently a Customer Experience Specialist I or II; or in an hourly specialist position
  • High School degree/GED required
  • 1 year experience in a customer service related position is preferred (call center, restaurants, retail, etc.)
  • Basic Microsoft office skills required
  • Basic G Suite skills required (Gmail, Google Docs, Sheets, Slides, Forms)