ApTask · 5 months ago
Contact Center QA Specialist
United States
Full-time
Remote
Entry Level
$18/hr - $19/hr
2+ years expApTask is a leading global provider of workforce solutions and talent acquisition services. They are seeking a Contact Center QA Specialist to monitor call quality, document service issues, and provide feedback to improve customer service standards.
Human ResourcesInformation TechnologySmall and Medium BusinessesStaffing Agency
Responsibilities
Monitor inbound and outbound telephone calls within the contact center to ensure service meets all quality assurance standards
Document customer service quality issues according to company procedures
Maintain objectivity across scoring
Ensure CSRs use outlined greetings, scripts, after call procedures and follow quality standards
Provide QA scores and feedback to leads for it to be delivered to CSRs
Resolve any complex quality assurance disputes arising from completed QA questionnaires
Meet required daily/weekly quota of QA questionnaires
Participate in call calibration sessions to continuously align on rating methodology
Should be able to compile issues and recommendations for improvement of process from customer standpoint (needs and expectations) during the call audits
Performs call monitoring and provides trend data to site management team
Uses quality monitoring data management system to compile and track performance at team and individual level
At time may be required to take inbound calls to assist with call volume
Assist with special projects that may arise
Qualification
Required
Exemplary written and verbal communication skills
Minimum of 2 years in a call center or equivalent customer service position
Should be flexible to work in rotational shifts
Ability to multitask and successfully operate in a fast paced, team environment
Professional demeanor with the ability to maintain confidential information
Outstanding customer service skills and dedication to providing exceptional customer care
Knowledge of QA terms, tools and methodologies
Ability to proof-read and edit written responses resulting in no spelling, grammar, or punctuation errors
Call Center Experience
Ability to Use Computer
Verbal and Written Communication Skills
Preferred
6 months of experience as a QA monitoring Call Transactions would be a plus however not mandatory
Benefits
Subsidized insurance coverage
Company
ApTask
ApTask is a staffing and recruiting company offering staffing, project, and workforce solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Taj Haslani
Founder
Recent News
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