Contact Center QA Specialist

Are you detail-oriented with the ability to multitask and successfully operate in a fast paced, team environment? This is the role for you! As a QA Specialist you will be responsible for conducting quality assurance reviews for the contact center agents, facilitating call calibration sessions and resolving any complex quality assurance related inquiries from leads and supervisors.  If this sounds like the role for you, Apply Now! Training schedule is 11 a.m. until 7:30 p.m. (3 days) Work schedule is 9 a.m. until 5:30 p.m.   

salary: $18 - $19 per hour
shift: First
work hours: 9 AM - 5:30 PM
education: High` School

Responsibilities

Monitor inbound and outbound telephone calls within the contact center to ensure service meets all quality assurance standards

Document customer service quality issues according to company procedures

Maintain objectivity across scoring

Ensure CSRs use outlined greetings, scripts, after call procedures and follow quality standards

Provide QA scores and feedback to leads for it to be delivered to CSRs

Resolve any complex quality assurance disputes arising from completed QA questionnaires

Meet required daily/weekly quota of QA questionnaires

Participate in call calibration sessions to continuously align on rating methodology

Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits.

Performs call monitoring and provides trend data to site management team.

Uses quality monitoring data management system to compile and track performance at team and individual level.






Skills

Analytical Thinking

Verbal Communication

Written Communication

Customer Service

Confidentiality

Detail Oriented

Active Listening

Empathy

Basic Software Skills

Inbound/Outbound Voice Calls (2 years of experience is required)

QA monitoring (6 months of experience is required)

Qualifications

Years of experience: 2 years

Experience level: Entry Level

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).



For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.