Call Monitoring Associate - Quality Assu...

Title : Call Monitoring Associate - Quality Assurance

Location : West Des Moines, IA 50265

Duration : 6 months

Pay Rate : $32.91 per hour

Potential for Extension or Conversion

Start Date : 6 / 10 estimated

Summary :

This role as a Call Monitoring Associate in Quality Assurance requires meticulous attention to detail and robust call center experience.

You will be responsible for evaluating customer service calls, particularly focusing on Home and Auto Loans, converting live conversations into structured reports.

The ideal candidate will be proficient in using web-based applications and Microsoft Office, ready to adapt to new technologies, including Jira, as they are implemented.

Responsibilities :

• Monitor and evaluate calls using a detailed checklist, focusing on quality and accuracy in the conversion of conversation to report format.
• Address an expected increase in call evaluations, concentrating on 3-4 specific call types, equipped with FAQs and talking points.
• Manage daily evaluation targets, processing approximately 8 calls per day; each call is around 10 minutes, followed by 15 minutes to compile the report.
• Utilize web-based applications efficiently and handle data management tasks in Excel and Word, preparing reports from call data.
• Participate in group training sessions to ensure consistent understanding of processes and standards across the team.

Qualifications :

• Exceptional attention to detail, surpassing previous QA-specific experience.
• Significant experience in a call center environment, understanding the dynamics of customer interactions.
• Proficiency in Microsoft Excel, Word, and SharePoint, with the ability to search and filter data effectively.
• Experience with web-based applications like Enterprise Contact Management.
• Preferred experience with Jira or similar project management tools, indicating readiness to adapt to new tracking technologies.

This position is designed for individuals who thrive in structured, detail-oriented environments and are comfortable handling multiple tasks simultaneously.

The set group start date will ensure all team members receive comprehensive training together, fostering a cohesive and informed team environment.

AppleOne is proud to be an Equal Opportunity Employer. We believe in people, and we are committed to working with people of all backgrounds and connecting them with clients and companies who share our goals of diversity and inclusiveness.

All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, color, national origin, age, gender identity or expression, genetic information, marital status, medical condition, disability, protected veteran status, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable federal, state, or local laws..

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The pay transparency policy is available here :

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.

Additional Skills

Call Center, QA, JIRA, ECM, Excel, Word, OUtlook, Sharepoint, Monitoring