AUD Talent

  • (CALL CENTER) - Quality Assurance Specialist

    Job Locations US-NJ-Somerset
    Posted Date 2 months ago(4/30/2018 9:15 AM)
    Job System ID
  • Overview

     The quality assurance specialist is responsible for assessing our call center calls. The qa specialist will monitor inbound/outbound calls, (and future online chat and email) to assess associates demeanor, technical accuracy, customer service performance and conformity to oticon policy and procedures.


    This individual will assist in developing, creating, and implementing call center quality processes procedures; as well as making recommendations for enhancements to training materials as needed. Our ideal candidate is a team-oriented individual who is driven to assure that professionalism and quality are maintained and continually improved.



    Responsibilities Include (but not all inclusive):

    • Review quality of work performed by Customer Service through live monitoring and use of call recording system and applications.
    • Identifies training needs and communicate needs to training department as needed.
    • Uses quality monitoring system to compile and track performance at team and individual level.
    • Conducts calibration sessions on calls for all products/programs with Call Center Management and other Leaders on a regular cadence.
    • Provides actionable data to various internal support groups as needed.
    • Provides feedback to call center team leaders and managers.
    • Identify and recognize call center trends.
    • Document issues/concerns.
    • Creates and maintains standardized work flows and procedures. Provides recommendations for change and participates in analysis of work flows and procedures to improve accuracy/efficiency.
    • Prepares and analyzes internal and external quality reports for management staff review


    • Minimum of 3 years of experience in a call center enviornment
    • High School Diploma required; college preferred
    • Teamwork, flexibility, reliability, and mentoring skills are required
    • Attention to detail and excellent follow up skills
    • Pleasant, friendly, professional manner, excellent verbal and written communication skills, including excellent listening, speech
    • Requires a positive attitude, ability to multi task, ability to work independently or as part of a team, and have a genuine interest in people and desire to help.
    • Experience working in a fast paced environment and ability to multitask is required
    • Proficient in working with Outlook, the Internet, Microsoft Word, and Microsoft Excel.


    The company is an Equal Opportunity/Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.





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