Contact center qa specialist - united states, dublin
adecco is hiring immediately for a contact center qa specialist in dublin, oh. this contact center qa specialist is a temporary opportunity. if you meet the qualifications below - apply now!
position summary this position is 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.
job 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
ensure csrs use outlined greetings, scripts, after call procedures and follow quality standards
resolve any complex quality assurance disputes arising from completed qa questionnaires
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.
qualifications
exemplary written and verbal communication skills
2+ years of experience in handling inbound/outbound voice calls.
6 months of experience as a qa monitoring call transactions would be a plus however not mandatory.
should be flexible to work in rotational shifts.
ability to multitask and successfully operate in a fast paced, team environment
professional demeanor with the ability to maintain confidential information
outstanding customer service skills and dedication to providing exceptional customer care
