Quality Control Specialist

5 days ago

Lanham, Maryland, United States Exceed Full time
Job Title: Quality Control Call Intake Specialist

Exceed is seeking a highly skilled Quality Control Call Intake Specialist to join our team. This role is responsible for ensuring the quality of incoming calls and maintaining high standards of service and compliance.

Key Responsibilities:
  • Monitor and evaluate call intake interactions to ensure adherence to quality standards and compliance with established procedures.
  • Conduct sampling of call intakes to assess service quality and provide constructive feedback to agents.
  • Document and report call quality results, identifying areas for improvement and ensuring compliance with SOPs.
  • Work closely with the team to implement corrective actions and continuous improvement initiatives based on quality findings.
  • Maintain accurate records of quality assessments and feedback sessions, ensuring all documentation is up-to-date.
  • Collaborate with management to develop training materials and coaching strategies to enhance agent performance.
  • Follow SOPs rigorously to maintain consistency and high standards in call intake quality.
  • Utilize Microsoft Office Suite (Excel, Word) to create reports, track performance metrics, and document quality trends.
Qualifications and Skills:
  • Education: A High School Diploma or GED is required; an A.S. College degree or technical school education is a plus.
  • Technical Proficiency: Strong skills in Microsoft Office Suite, including Excel and Word.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to provide clear, actionable feedback.
  • Attention to Detail: Keen eye for identifying areas of improvement in call handling and adherence to protocols.
  • Continuous Improvement: Understanding of continuous improvement principles and the ability to implement changes to enhance quality.
  • Ability to Follow SOPs: Proven ability to follow Standard Operating Procedures (SOPs) and maintain consistency in processes.
  • Team Player: Strong interpersonal skills and ability to work collaboratively with team members.
  • Problem-Solving: Capable of identifying issues and proposing effective solutions to improve call quality.
Preferred Qualifications:
  • Previous experience in quality control, call center operations, or a related field.
  • Familiarity with quality assurance processes and tools used in call centers.

Exceed is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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