We have partnered with one of our top clients in the higher education space on their need for a Quality Assurance Auditor for their Contact Center operations. If you're someone that believes in the positive impact of continuing education and helping others plan to reach their educational and career goals, this might be the career for you!
Our Quality Assurance Auditor's role is to assess the effectiveness, customer service, accuracy, and compliance of colleagues' calls with prospective students. QA Auditors Conduct thorough observation of assigned colleagues/accounts and file reviews. Evaluations will be based on colleagues' communication with prospective students through formal observations.
Schedule: Our team operates on a Monday - Friday 8am-5pm EST schedule
Pay: The starting pay range will be between $19-21/hr and we promote career progression opportunities.
Must be comfortable with a hybrid work environment.
Day in the Life -
Perform a continuous process of evaluating and identifying key behaviors that improve prospective student's experience
Monitor calls via silent monitoring of live calls or review of recorded calls
Assess interactions to ensure program guidelines are strictly adhered to for compliance
Manage reporting, documentation accuracy and call quality performance
Monitor telephony platform metrics for each Specialist
Prepare individual and project summary reports
Recommend and maintain call/example library for training purposes, as needed
Monitor compliance regarding proper and appropriate use of approved resources
Provide feedback to leaders and colleagues via written observation form and verbal coaching
Employee Benefits: We offer weekly pay, medical insurance, dental insurance, vision insurance, life insurance, 401k, short-term disability, employee discounts, career advancement opportunities, and so much more!
Keys to Success -
Bachelor's degree required
Quality Assurance experience in a Call Center environment is a plus
Prior experience in an Academic setting is a plus
Able to quickly learn new computer systems and databases
Having a passion for higher education and the desire to help prospective students reach their goals
Able to craft well-written and detailed, evaluations of fellow colleagues
Able to work in a team and goal-oriented environment