Quality Assurance Call Monitoring Specialist

| Chicago | Hybrid
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SMS Assist is looking for a Quality Assurance Call Monitoring Specialist to join our growing team!

We are looking for a Quality Assurance Call Monitoring Specialist to measure and evaluate the performance of the specialists who come in direct contact with the company’s client/customer base. The Quality Assurance Call Monitoring Specialist will coach specialists to improve performance or compliance as needed. The Quality Assurance Call Monitoring Specialist for this position must ensure that processes and procedures are being followed by company standards while using monitoring software and following template requirements to score specialists on the performance metrics set forth by the company.

 

Quality Assurance Call Monitoring Specialist Core Responsibilities

  • Performs monitoring and evaluation of inbound/outbound calls using call monitoring and audio recording software (monitor 40-60 calls a day)
  • Must have the ability to listen to telephone recordings for long periods of time to identify any potential quality concerns
  • Documents quality concerns/issues and performance measures for management review using a template of requirements set forth by the company
  • Provides feedback and insight on agent performance, sharing best practices to call center team leaders, managers and supervisors as well as specialists as appropriate
  • Partners with leadership and serves as a resource by providing insights, best practice suggestions and other pertinent information and trending to assist in the feedback and formal development process of individuals on the phones
  • Remains current on quality assurance programs and job knowledge processes and procedures.
  • Multitasks and incorporates light projects inside of monitoring deadlines
  • Drafts quality assurance policies and procedures as well as interprets and implements quality assurance standards
  • Investigate customer complaints and non-conformance issues
  • Prepares reports and analyze quality data

 

Quality Assurance Call Monitoring Specialist Key Competencies

  • Team player
  • Strong attention to detail
  • Strong written and verbal skills
  • Data collection and analysis
  • Problem analysis and problem solving
  • Planning and organization
  • Time Management
  • Discretion
  • Decision making
  • Customer service oriented

 

 

Quality Assurance Call Monitoring Specialist Education and Experience

 

  • Bachelors’ Degree or equivalent 3-5 years’ experience in a call center or customer service environment
  • 2-3 years of call monitoring experience
  • Excellent written communication skills
  • Exceptional listening and analytical skills
  • Ability to learn and navigate new software quickly
  • Ability to work independently
  • Ability to multi-task
  • Dedication to provide exceptional customer service
  • Computer Skills: Intermediate proficiencies in: Microsoft Word, Excel, PowerPoint, Outlook preferred
  • Traits: Attention to detail, ability to work under pressure, ability to meet deadlines in a crunch

 

Quality Assurance Call Monitoring Specialist Job Classification

  • This is a full time non-exempt position
  • The schedule for this position is Monday- Friday 8:00 AM-5:00 PM
  • Internally this position is known as Call Monitoring Specialist

 

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.

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Location

130 E. Randolph Street, Chicago, IL 60601

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