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Quality Assurance Specialist - Overland Park
Overland Park, KS
Call Center & Customer Service
Adecco Group, a world leader in the recruitment of Customer Service Professionals is currently seeking a Quality Assurance Specialist on a 4+ Month Assignment with a leading company in Overland Park, KS (Shawnee)
You will be a key member of an inbound team responsible for:
-Differentiating complex Insurance programs with a range of plans, products and prices to ensure accuracy.
-Educating callers on plan(s) and what is covered.
-Single call resolution.
-Thorough understanding of plans, their benefits and features
-Ensure quality deliverables are consistent with all training objectives
-Perform call monitoring and provide trend data to site management team
-Uses quality monitoring data management system (NICE) to compile and track performance at team and individual level
-Participates in client listening and calibration sessions to ensure consistency and accuracy of scorecard methodology
-Provides feedback to call center team leaders, supervisors and managers
-Prepares and analyzes quality reports for management staff review
-During periods of high call volume, handles inbound calls in a courteous and efficient manner
8 hour Shifts fall between 7am - 11pm
You must be available for any shift between this time frame.
Will work one weekend day with two consecutive days off.
Days worked will be either:
Sunday - Thursday (Thur and Fri Off)
Tuesday - Saturday (Sunday and Monday Off
Pay Rate Range:
$11-12 Per Hour based on experience.
Minimum Candidate Requirements:
Candidate must possess a high school diploma or equivalent
Type 35 WPM without errors
Basic to intermediate computer skills with at least 1 year of technical knowledge and call center experience
Excellent written and verbal communication skills
Professional grammar and ability to read and write English
Excellent listening and comprehension skills with an attention for detail
Multi-tasking (typing while navigating different interfaces and talking)
Availability to work flexible shifts including holidays, weekends and evenings
Previous quality monitoring experience in a call center environment
Prior medical or health insurance experience
Knowledge of medical terminology helpful
HOW TO APPLY:
You must visit www.adeccousa.com to apply to this job.
You Must have an up to date Resume to add to your profile when you apply.
This position is being recruited for by Adecco’s National Recruitment Center, not you’re local Adecco Branch Office.
To be considered for this position, you must use the “apply now” button to submit your resume.
If you have questions about the posting you can email email@example.com, but you must still Submit your resume and apply first.
The Adecco Group is a Fortune Global 500 company and the global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group offers benefits including Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities. Adecco Group is an Equal Opportunity Employer.
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