Quality Assurance Monitor

Quality Assurance Monitor 

This role is designed to ensure that Rider Support interactions meet the Company’s quality standards and that accurate information is being delivered to riders. 

Summary of Primary Responsibilities: 
-Listen to all recorded agent calls and assess adherence to criteria outlined by management 
-Comb through all notes from rider interactions to ensure that protocol is being followed 
-Flag a number of calls each week for the managers to review for scoring 
-Identify trends in low scoring interactions 
-Distribute weekly report of quality metrics to management 
-Measure team-wide adherence to scripts and processes 

Required Qualifications: 
-BS/BA degree or 5 years relevant work experience in lieu of a degree 
-Previous experience with quality assurance or in a customer support environment 
-Exceptional communication skills 
-Superb attention to detail 
-Experience working in CRM systems, multiple operating systems, and web-based application

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Reference number US_EN_99_022117_11984482