Call Monitoring Quality Assurance

4 weeks ago

Atlanta, United States Corporate Temps Full time
Job DescriptionJob Description

Pay Rate: $18- $19hour

Position Status: Contractor
Length of Assignment: Long term/Indefinite

Job Description
The Quality Assurance Auditor will report to the Quality Assurance and Training Manager under general supervision while ensuring that Customer Service Center agents are providing quality service according to the Agency’s quality program, standards and goals.

Job Responsibilities and Performance Standards:
1. Monitor English calls for customer service center phone agents to ensure they are meeting the level of quality as set forth by the agency.

  • Performs call monitoring utilizing quality program, metrics & database.
  • Collaborates with team members during quality calibrations.

2. Perform Quality Review for Image Processing Team to ensure they are meeting the level of quality as set forth by the agency.

  • Review processed license plates utilizing quality program, metrics and database.

3. Perform Quality Review for Back Office Team to ensure they are meeting the level of quality as set forth by the agency.

  • Review processed emails utilizing quality program, metrics and database.
  • Review processed batch work utilizing quality program, metrics and database.
  • Review processed orders utilizing quality program, metrics and database.
  • Review processed mail utilizing quality program, metrics and database.

4. Maintains a consistent, high quality, customer-focused orientation.

  • Communicates with all Agency personnel and customers professionally when conducting business and providing services.
  • Provides clear and accurate information when explaining procedures or providing recommendations and/or improvements.
  • Confers with team members to resolve problems quickly.

5. Provide backup support for training and analytical areas when needed.

  • Assist with material preparations for formal & informal training.
  • Assist with reporting and data collection/analysis.

6. Provide phone support to the Customer Service Center when needed.

  • Assist the call center by taking calls during high call volumes
  • Assist the call center in the absence of Supervisors and or Managers when needed

 

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