Call Center Quality Assurance Specialist

Adroit Advanced Technologies, Inc.

Not specified
Monitoring and evaluating staff quality
Conducting agent monitoring activities
Providing live in the moment coaching
Adroit Advanced Technologies, Inc. is seeking a Call Center Quality Assurance Specialist to monitor and evaluate staff performance, ensuring adherence to quality standards and providing coaching as needed. The ideal candidate will have experience in quality assurance processes and a commitment to fostering an inclusive and supportive work environment

Job Summary

  • The role involves monitoring and evaluating staff members on the quality and process of work performed against standards.
  • The company is committed to serving diverse customer needs through customized mobility-based solutions with a purpose of 'Mobility Without Limits'.
  • Responsibilities include conducting agent monitoring activities while providing live in-the-moment coaching for quality assurance purposes.

Matching Summary

Match Score: 85

Adroit Advanced Technologies, Inc. is seeking a Call Center Quality Assurance Specialist to monitor and evaluate staff performance, ensuring adherence to quality standards and providing coaching as needed. The ideal candidate will have experience in quality assurance processes and a commitment to fostering an inclusive and supportive work environment.

Skills & Requirements

Must-have

  • monitoring and evaluating staff quality
  • conducting agent monitoring activities
  • providing live in the moment coaching
  • analyzing data for trends and issues
  • reporting on schedule adherence and productivity

Nice-to-have

  • assisting with training new agents
  • developing new procedures
  • compassionate and inspired work environment
  • up-to-date on policies and procedures

Key Requirements

  • proficient knowledge of policies and procedures
  • ability to analyze and identify data trends
  • experience in developing and updating procedures

Work Rights

Not specified

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