Vietnamese Quality Monitor

2 weeks ago

New York, United States TransPerfect Full time

TransPerfect Is More Than Just a Job…

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 90+ offices has its own individual identity, and each also has its own unique rewards.

Locations:

US-New York, NY (211 43rd)

TransPerfect seeks a BILINGUAL VIETNAMESE speaking Quality Monitor (QM) to work on a project in New York City. The Senior Quality Monitor in the Census Questionnaire Assistance (CQA) program conducts quality evaluations to ensure that Customer Service Representatives (CSR) are performing in accordance with established quality and performance standards. The Senior Quality Monitor reports directly to the Quality Supervisor or Quality Operations Manager (where structure does not require a Supervisor level). The Senior Quality Monitor uses subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in quality compliance nature and sequence. The Senior Quality Monitor will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as the Quality Monitor Process Manual, CQA Scoring Standards and Standard Operating Procedures (SOPs).

JOB RESPONSIBILITIES:

* Using CQA subject-matter knowledge and judgment, evaluates recorded and/or live conversations between the CSR and respondent using the QA evaluation solution for the program, providing context for quality ratings
* Evaluates interactions with CQA respondents for all contact center channels (Inbound and Outbound) using the appropriate quality solutions
* Provides accurate scoring according to approved criteria definitions, quality standards and standard operating procedures
* Effectively communicates monitoring results in written format, providing Operations Supervisors with key information to effectively coach CSRs to improve performance
* Identifies and reports call trends to quality management staff
* Fulfills weekly work load assignments, meeting the established performance metrics
* Acts as team player in order to contribute to team performance goals
* Participates in site quality meetings as assigned
* Participates in calibration sessions and complies with defined scoring standards
* Complies with all CSR and respondent data privacy and security requirements
* Carries out additional quality initiatives as directed
* Handles all other duties as assigned
* Regular and predictable attendance is required
* Adheres to all department and company rules and regulations

EDUCATION / EQUIVALENT TRAINING:

* High school diploma or GED required, Bachelor's degree preferred

EXPERIENCE:

* A minimum of one year's experience in contact center quality monitoring preferred
* A minimum of one years' experience providing written feedback to CSRs and/or management level employees preferred
* Six months of contact center experience required

SKILLS AND ABILITIES:

* Demonstrated customer service, leadership and team interaction skills preferred
* Basic computer literacy
* Experience working with a PC and a Windows environment
* Attention to quality, detail oriented
* Reading for understanding comprehension
* Ability to communicate effectively both verbally and written
* Must be able to write clearly and professionally
* Ability to organize simultaneous tasks
* Ability to prioritize work
* May be required to work off-shift as necessary, to include nights and weekends
* Must be able to speak and read English clearly; professionally and fluently
* Problem solving/probing question skills
* Interpersonal skills
* Ability to work within established contractual turnaround times

UNIQUE/ADDITIONAL REQUIREMENTS:

* Ability to pass United State Census Bureau suitability assessment.
* Ability to pass both an English and foreign language assessment.
* Clearance / Background investigation requirements may include the Applicant Name Check, the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position.
* Sponsorship: MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.
* Residency requirement: Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.

WORKING CONDITIONS:

The work is typically performed in an office environment, which requires proper safety and security precautions. To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy. The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.

Work may require some physical effort in the handling of light materials, boxes, or equipment. Work may also require walking, particularly for long distances and standing for sustained periods.

The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.

Maximus is an Equal Opportunity/Affirmative Action Employer.

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