Adecco is searching for a Call Center Quality Assurance Specialist for a meal subscription company in Newark, NJ.
Hybrid to Newark, NJ 2-3 days a week
$30/hr - weekly pay
Through end of March 2025 with possibility of extension
This is not a calling position - this will be overseeing the script, making recommendations and ideas.
The Quality Assurance Specialist is an important part of our growing team. The main function of this role is to monitor interactions from associates in our outbound partner sites to assess adherence to call scripting and compliance to critical regulatory processes.
You will...
Complete the required minimum of outbound agent interactions evaluations daily (voice)
Evaluate adequacy of quality assurance standards
Report to Supervisor to enhance outbound processes and customer experience
Assure ongoing compliance with quality
Calibrate with Quality Assurance Leaders
Maintain a compliance calibration score of 90%
Maintain a compliance calibration deviation score within 7 percentage points of Voice of Quality
Analyze data to identify agent and team level opportunities for improvement and provide detailed feedback to QA Supervisor
Participate in projects and pilot programs designed to improve existing processes and the customer experience
You are...
Customer obsessed - Absolute passion for ensuring a great customer experience with every contact
A "Foodie" - fanatical about food!
An identifier of problems and find solutions
A natural owner - Super reliable and thoughtful in managing your responsibilities, cares about the outcome and quality of work, and earns the trust of your colleagues
Collaborative in a team environment and successful independently
Impeccable detail management, and organization
You have...
Must be currently a Customer Experience Specialist I or II; or in an hourly specialist position
High School degree/GED required
1 year experience in a customer service related position is preferred (call center, restaurants, retail, etc.)
Basic Microsoft office skills required
Basic G Suite skills required (Gmail, Google Docs, Sheets, Slides, Forms)