Performance Excellence Quality Analyst

  • Location
    Owings Mills , Maryland
  • Category
    Call Center & Customer Service - Customer Service
  • Job type
    Contract/Temporary

Adecco is currently assisting a local client in their seeking to fill an exciting Contract, Performance Excellence Quality Analyst role in Owings Mills, MD. Apply now if you meet the qualifications listed below!

Duration: 3 - 6 months
Pay Rate: $17.00 per hour



As a Performance Excellence Rep, you will create impact by:
· Performing work evaluation and quality verification tasks associated with department's work processes, including evaluation of inbound and outbound call processing, communication forms processing, online call report processing, and email and application entry.
· Effectively evaluating each department's work processing tasks to improve productivity and achieve service level and processing objectives.


Looking for individuals with strong business sense and practical expertise. Successful candidates must have:
· Minimum two years of experience in a customer service/volume call center environment.
· Captive finance and/or insurance experience helpful.
· Excellent verbal communication and interpersonal skills. Good written communication skills.
· Self-starter and independent. Team oriented and results driven.
· Strong organizational skills and attention to details.
· Attendance and Punctuality are essential for this position.
· Working knowledge of Microsoft Office applications (Word, Excel, etc.) preferred







Evaluating and verifying assigned lines of business for both phone and non-phone based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.







Attend assigned line of business calibrations to ensure consistency within monitoring processes, procedures, job knowledge and scoring.







Leverage recording/monitoring application to compile data, generating reports to support business goals.







The following functions/accountabilities are essential for all jobs:
· Work collaboratively with team members
· Meet regular performance expectations
· Ability to maintain regular and predictable attendance to support team and business objectives.
· Capability to work flexible hours, which may include day, evening and weekend hours.
· Ability to be at work on time, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy)











How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your 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 position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.

If you have any questions surrounding the application process, please feel free to reach out to: Laurie Czechowski, laurie.czechowski@adeccona.com, (631) 844-7620

The Adecco Group is a 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 provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled

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Reference number US_EN_2_022862_398503