Call Center Quality Assurance Specialist

Adroit Advanced Technologies, Inc.

Houston, United States
On-site
Monitoring and evaluating staff
Quality and process standards
Agent monitoring activities
Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards

Job Summary

  • Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards.
  • Conduct agent monitoring activities, while providing live in the moment coaching for quality assurance purposes.
  • Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings.

Matching Summary

Responsible for monitoring and evaluating staff members on the quality and process of work performed as measured against standards.

Skills & Requirements

Must-have

  • monitoring and evaluating staff
  • quality and process standards
  • agent monitoring activities
  • live in the moment coaching
  • schedule adherence and productivity reporting

Nice-to-have

  • developing new procedures
  • updating existing procedures
  • researching and analyzing data trends

Key Requirements

  • Proficient and up-to-date on policies and procedures

Work Rights

Not specified

Tailored Resume

Cover Letter