Customer Contact Quality Monitoring Assessor

13 hours ago


Rosemont, United States The Northridge Group, Inc. Full time
Customer Contact Quality Monitoring Assessor

Company Overview

The Northridge Group ("Northridge") is a management consulting firm that helps to improve customer service and productivity. Northridge has served clients which include major telecommunications carriers, Healthcare providers, Fortune 500 companies, institutions of higher education and state, local and federal governments. We have an unwavering commitment to our employees, providing the tools needed on the job and access to learning and development resources

Job Summary
  • The Northridge Quality Monitoring practice develops, validates, and conducts quality monitoring programs for our clients across many Government, Healthcare and Enterprise organizations. Northridge Assessors evaluate customer interactions (call, web, chat). We objectively assess the customer service and sales behaviors displayed by customer contact center representatives working at our client organizations across a representative monthly sample.
  • The Northridge Group provides Assessors with a high degree of training in behavioral assessment. Assessors utilize guidelines specifically developed with each client, to listen for specific behaviors as well as business process improvements.
  • This part-time position is 100% remote, with flexible hours per week depending upon business needs.
  • Candidates will need to be able to work effectively in a remote environment and be accessible during standard business hours.
  • Northridge Group monitors calls in several languages and is currently seeking candidates who are fluent in English and/or Spanish.
  • Pay: $16/hour or commiserate with experience

Role & Responsibilities
  • Evaluate customer interactions based on client quality program and customer contact channels (call, web, and/or chat)
  • Objectively assess the identified quality customer service and/or sales behaviors displayed by customer contact center representatives working at our client organization across a representative monthly sample; selecting appropriate call and call lengths based on client needs throughout the month or designated by the Program Specialist
  • Utilize and follow quality program guidelines specifically developed with each client for specific behaviors as well as business insights
  • Objectively provide a balanced evaluation of the customer interaction using the "ear of the customer"
  • Consistently and proactively capture information, advice, and business insights that can be shared with our clients to help provide insights to improve their overall customer experience and performance
  • Proactively log monthly availability (days & hours) in time tracking system; accurately record daily hours worked within time tracking system
  • Review and adhere to weekly schedules provided by management; scheduled hours based on availability provided by assessor
  • Demonstrate openness to and acceptance of changing business needs by maintaining professional behavior and flexibility with scheduling
  • Always maintain productivity and high-quality standards
  • Provide recommendations to address observed behavioral and business process opportunities in a format suitable for a presentation to a client

Accountability measured by Metrics
  • Production rate: Goal 90% or higher
  • Quality rate: Goal 90% or higher
  • Quality business insights provided monthly
  • Balanced monitoring scores
  • Adherence to scheduled hours and days

Qualifications and Experience
  • A Bachelor's degree or progress toward a degree is strongly preferred.
  • Client Service Experience or Call Center Experience
  • Prior Quality Monitoring Experience in a call center is preferred
  • Technology savvy to navigate between multiple technologies (client based and in-house tools).
  • Ability to work individually and within a team. Receptive to performance feedback
  • Analytic ability to evaluate behaviors using standardized and systemic criteria and provide a strong rationale for ratings assigned.
  • Strong verbal and written communication skills
  • Proficiency with standard Microsoft tools, such as Word, Excel and Teams. Spanish candidates must pass language test administered by Alta.

If your experience and interests are a fit for The Northridge Group, we encourage you to apply online at www.northridgegroup.com
or send your resume to careers@northridgegroup.com

Northridge is an equal opportunity employer. Northridge does not discriminate against its employees or applicants. All employment related decisions are made without regard to race, color, national origin, religion, and creed, disability, marital status, sexual orientation or citizenship status, veteran status, age, gender, or any other applicable basis that is protected by federal, state or local law, ordinance or regulation. Northridge values diversity and believes that it enhances our overall business performance.

  • Rosemont, United States The Northridge Group, Inc. Full time

    Customer Contact Quality Monitoring AssessorCompany OverviewThe Northridge Group ("Northridge") is a management consulting firm that helps to improve customer service and productivity. Northridge has served clients which include major telecommunications carriers, Healthcare providers, Fortune 500 companies, institutions of higher education and state, local...


  • Rosemont, United States Libra Solutions Full time

    The Data Quality Analyst is responsible for ensuring the integrity, consistency, and accuracy of data across the organization. This role will work closely with cross-functional teams, including IT, Business Intelligence, Operations, and Product, to develop and implement data quality standards, metrics, and controls. The Data Quality Analyst will play a...


  • ROSEMONT, United States TEKsystems Full time

    Description -Provide first call resolution technical support to all customers via telephone and email regardless of product or complexity of the problem -Deliver professional and top-quality customer service to all customers -Troubleshoot, diagnose, and resolve calls that are focused on product functionality, connectivity, and product failure for software...


  • ROSEMONT, United States TEKsystems Full time

    Description -Provide first call resolution technical support to all customers via telephone and email regardless of product or complexity of the problem -Deliver professional and top-quality customer service to all customers -Troubleshoot, diagnose, and resolve calls that are focused on product functionality, connectivity, and product failure for...


  • Rosemont, California, United States Morreale Communications Full time

    At Morreale Communications, we're seeking a highly skilled Freelance Motion Graphic Designer to collaborate with our dynamic team on a project basis. This opportunity is perfect for an experienced animator and motion graphics expert who can bring ideas to life through engaging animations and visuals.About the PositionThe ideal candidate will have a strong...


  • Rosemont, United States Feldco Full time

    Senior Marketing Manager   Please Be Advised: This role is 100% on site and is located in Rosemont, IL. It is not available on a remote/hybrid basis.   About Feldco: Established almost 50 years ago, Feldco has always aimed to provide homeowners with the best value and experience in their home improvement projects. Known for our replacement windows,...


  • Rosemont, United States Proteintech Group Full time

    Proteintech is a fast-growing Biotech company located in the greater Chicago area. Our Mission is to support our customers in all their endeavors, be it accelerating life sciences research and/or clinical diagnostics and therapies.Proteintech is an international biotechnology company that manufactures antibodies, ELISA kits, and proteins for use in life...


  • Rosemont, United States CapB InfoteK Full time

    SRE Observability Engineer Job Description Observability engineer will build and maintain solutions for getting insights on infrastructure and services supporting applications with focus on logs metrics and application traces that improve Observability engineer will think about the problem end to end automation of data collection from common data sources...


  • Rosemont, United States AAOS Full time

    You are driven to make a difference in membership growth and onboarding experiences. You are excited to be a part of a dynamic team collaborating to shape our membership acquisition and customer onboarding strategies. In this role, you'll work closely with our Marketing Manager to plan, execute, and optimize initiatives that attract and engage members....


  • Rosemont, United States IT Associates Full time

    Our client is looking to add a Junior IT Project Manager (PM) that will be responsible for the overall planning, management, documentation and successful completion of Information Technology programs and projects for a variety of business units. The PM provides input into individual performance reviews from a 360-degree perspective. The PM works with...

  • Technical Consultant

    2 weeks ago


    Rosemont, California, United States Philips Full time

    As a Technical Consultant for Philips, you will play a pivotal role in delivering high-quality patient data solutions to customers across the US. With a strong focus on technical expertise and customer relationships, this position demands individuals with a passion for improving lives through innovative healthcare solutions.Key Responsibilities:Provide...


  • Rosemont, United States Addison Group Full time

    Title: Salesforce/Mulesoft Administrator Type: ContractJob Description:MaintenanceUser Support and Ticket Handling: Serve as the first point of contact for users, handling system issues, support requests, and troubleshooting user errors via a ticketing system (e.g., Freshservice).Incident and Problem Management: Log, track, and resolve incidents and problems...


  • Rosemont, United States CONSOLIDATED WATER GROUP, LLC Full time

    Role Overview: At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our service operations and exceed customer expectations. As a Regional Service Manager for Zip...


  • Rosemont, United States Culligan Full time

    Role Overview: At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our service operations and exceed customer expectations. As a Regional Service Manager for Zip...


  • Rosemont, United States Allied Universal Security Full time

    Allied Universal, North America's leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage,...


  • Rosemont, United States Fifth Third Full time

    Make banking a Fifth Third better We connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank. GENERAL FUNCTION: The Licensed Investment Support Specialist II provides office management support for registered securities representatives (e.g., Investment Executives, or Wealth Management...

  • Education Coordinator

    3 weeks ago


    Rosemont, United States Association of Legal Administrators (ALA) Full time

    Job descriptionThe Association of Legal Administrators (ALA) is the premier professional association of leaders and managers who support the business operations of law firms and legal organizations. ALA members come together to share ideas and experiences and develop solutions for the challenges of today’s modern legal organizations. We are seeking a...


  • Rosemont, United States Soliant Full time

    Job DescriptionJob DescriptionMinimum 1+ years occupational therapy experience required.Job Title: Occupational Therapist (OT)Location: Rosemont, Illinoispany: Soliant HealthQualifications:Masters or Doctorate degree in Occupational Therapy from an accredited program. Valid Illinoisstate licensure or eligibility for licensure Previous experience in a...


  • Rosemont, United States Kristy Cuthbert Recruitment Full time

    Role Overview: At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our service operations and exceed customer expectations.Location - this is a hybrid role located...


  • Rosemont, United States Zip Water North America Full time

    Role Overview: At Zip Water North America, we are an emerging force in the multi-function tap industry, dedicated to delivering not only high-quality products but also unparalleled service. As we scale, we seek dynamic, hands-on professionals to help us enhance our service operations and exceed customer expectations.As a Regional Service Manager for Zip...