Sample Job Description for Call Center Quality Assurance Auditor
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Call Center Quality Assurance Auditor Job Overview
Call Center Quality Assurance Auditor Job Description Sample
Monitors and measures the quality of inbound and/or outbound customer service calls.
JOB LEVEL
P02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Manager
Salary Range
BASE 50%
$52,900
TOTAL 50%
$54,400
Job Responsibilities for Call Center Quality Assurance Auditor
Prepares and presents audit reports for management to identify the issues and performance. Assists with feedback and training of individuals who have contact with customers.
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View Job Description Templates of Similar Jobs
| Job Title | Job Description | |
|---|---|---|
| 1 | Call Center Operations Director | The Call Center Operations Director analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Being a Call Center Operations Director researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. In addition, Call Center Operations Director develops collaborative partnerships with stakeholders to maintain effective operations and deliver optimal results. Requires a bachelor's degree. Typically reports to top management. The Call Center Operations Director manages a departmental sub-function within a broader departmental function. Creates functional strategies and specific objectives for the sub-function and develops budgets/policies/procedures to support the functional infrastructure. Working as a Call Center Operations Director typically requires 5+ years of managerial experience. Deep knowledge of the managed sub-function and solid knowledge of the overall departmental function. |
| 2 | Claims Quality and Compliance Auditor I | The Claims Quality and Compliance Auditor I selects claims through random processes and/or other criteria. Audits claims for coding accuracy, benefit payment, contract interpretation, and compliance with policies and procedures. Being a Claims Quality and Compliance Auditor I typically requires an associate's degree. Makes recommendations to improve quality, workflow processes, policies and procedures. In addition, Claims Quality and Compliance Auditor I typically reports to a supervisor or a manager. Being a Claims Quality and Compliance Auditor I gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Working as a Claims Quality and Compliance Auditor I typically requires 2 to 4 years of related experience. |
| 3 | Call Center Inside Sales Team Leader | The Call Center Inside Sales Team Leader monitors and evaluates interactions and workflow to ensure that performance standards and sales target are met. Supervises the daily activities of a team of contact center representatives who place and receive calls or other interactions with the intent of selling or promoting company products or services. Being a Call Center Inside Sales Team Leader typically reports to a head of a unit/department. May require a bachelor's degree. The Call Center Inside Sales Team Leader supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. Thorough knowledge of functional area under supervision. Working as a Call Center Inside Sales Team Leader typically requires 3 years experience in the related area as an individual contributor. |
| 4 | Manager of Quality Assurance | The Manager of Quality Assurance oversees testing of processes and products. Responsible for the design and implementation of policies and procedures to ensure that quality standards are met during production. Being a Manager of Quality Assurance typically reports to a head of a unit/department. Requires a bachelor's degree in area of specialty. The Manager of Quality Assurance supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. Thorough knowledge of department processes. Working as a Manager of Quality Assurance typically requires 3-5 years experience in the related area as an individual contributor. |
| 5 | Claims Quality and Compliance Auditor II | The Claims Quality and Compliance Auditor II selects claims through random processes and/or other criteria. Audits claims for coding accuracy, benefit payment, contract interpretation, and compliance with policies and procedures. Being a Claims Quality and Compliance Auditor II typically requires an associate's degree. Makes recommendations to improve quality, workflow processes, policies and procedures. In addition, Claims Quality and Compliance Auditor II typically reports to a supervisor or a manager. Being a Claims Quality and Compliance Auditor II contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. Working as a Claims Quality and Compliance Auditor II typically requires 4 to 7 years of related experience. |
Call Center Quality Assurance Auditor Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Gathering Information | Level 2 |
| Business Process Improvement | Level 2 |
| Customer Focus | Level 1 |
