Contact Center QA Specialist

  • Location
    Charlotte, North Carolina
  • Salary
    $ 18 - $ 19 / Hour
  • Category
    Call Center & Customer Service - Customer Service

Adecco is hiring immediately for a Contact Center QA Specialist in Charlotte, NC. 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
  • Knowledge of QA terms, tools and methodologies
  • Strong analytical skills and attention to detail

  • Equal Opportunity Employer Minorities/Women/Veterans/Disabled

    Equal Opportunity Employer/Veterans/Disabled

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    The Company will consider qualified applicants with arrest and conviction records

    • Apply with Adecco

    Reference number US_EN_99_028124_1917117