Contact Center Quality Assurance Auditor jobs in Ohio
Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Recently Added Contact Center Quality Assurance Auditor jobs
Contact Center Quality Assurance Analyst
- Epiphany
-
Akron, OH
FULL_TIME
-
Overview
The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position involves monitoring and evaluating interactions between call center agents and customers to ensure that high service standards are met. The primary objective is to enhance the overall customer experience, ensure compliance with company policies, and promote continuous improvement.
Responsibilities- Monitoring and Evaluation:
- o Monitor inbound calls, emails, chat interactions, and other communication channels.
- o Evaluate interactions against established quality assurance instruments and standards.
- o Assess agent performance based on predefined criteria, including communication skills, adherence to procedures, and product knowledge.
- o Provide constructive feedback to agents to improve their performance.
- Quality Assurance Standards:
- o Ensure that call center agents adhere to predetermined quality assurance standards.
- o Review open and closed customer issue tickets to assess quality and compliance.
- o Participate in calibration sessions to align scoring practices with other evaluators.
- o Communicate business goals, quality standards, processes, and procedures to agents.
- Training and Development:
- o Conduct or lead training sessions for call center agents (as needed).
- o Provide performance expectations, action plans, and development strategies to enhance call quality.
- o Conduct mock call training for new associates after they complete classroom training.
- o Facilitate side-by-side and listening feedback sessions with agents regularly.
- Reporting and Metrics:
- o Generate accurate and timely reports on call quality, productivity, availability, and other key metrics.
- o Track performance on a daily, monthly, month-to-date, and year-to-date basis.
- o Use data to identify trends, areas for improvement, and training needs.
- Bilingual Skills (English/Spanish):
- o Proficiency in both English and Spanish is desirable.
- o Ability to evaluate interactions in both languages.
- Education:
- o A relevant degree, such as a Bachelor’s or Associate Degree in Education, Communication, Business, or related fields.
- Skills:
- o Proficiency in Microsoft Office applications.
- o Experience in call center monitoring and evaluating.
- o Familiarity with call center quality operations and team leadership.
- o Knowledge of industry practices and standards.
- Experience:
- o Prior experience in a call center environment is essential.
- o Industry certifications are advantageous.
- 16 Days Ago
Contact Center Quality Assurance Analyst
- Epiphany Management Group
-
Akron, OH
FULL_TIME
- Contact Center Quality Assurance Analyst Overview The Contact Center Quality Assurance Analyst plays a crucial role in maintaining the quality and efficiency of call center operations. This position i...
- 23 Days Ago
Technician Quality
- Nestlé Quality Assurance Center
-
Dublin, OH
FULL_TIME
- Technician Quality If you’re motivated by meaningful work that directly contributes to the wellbeing of your community, the Nestlé Quality Assurance Center can offer you an unparalleled career. Our te...
- 1 Month Ago
Accounting Associate
- Nestlé Quality Assurance Center
-
Dublin, OH
FULL_TIME
- Accounting Associate Foods people love. Brands people trust. And a career that nourishes your future like no other. If you're driven by the passion to do something meaningful that changes lives, Nestl...
- 1 Day Ago
Quality Assurance Auditor
- PSA Airlines
-
Vandalia, OH
FULL_TIME
- Overview Let your career take off with PSA Airlines About PSA PSA Airlines, a wholly owned subsidiary of American Airlines, offers unparalleled opportunities for growth and professional development. W...
- 1 Month Ago
Quality Assurance Supervisor (New Center)
- Octapharma Plasma, Inc.
-
Cleveland, OH
FULL_TIME
- Requisition Number20-1584Post Date7/7/2020TitleQuality Assurance Supervisor (New Center)CityClevelandStateOHPosition Typefull-timeDescriptionWant to Expandyour career-development potential,your abilit...
- 17 Days Ago
Contact Center Quality Assurance Auditor jobs at Popular Companies
Quality Control Inspector
- Flowserve Corp.
-
Raleigh, NC
- Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a...
- 6/11/2024 12:00:00 AM
Quality Control Inspector
- GForce Life Sciences
-
Princeton, NJ
- Quality Control Inspector – Princeton, New Jersey Must be able to work on a W2 Overview: We are seeking a detail-oriente...
- 6/10/2024 12:00:00 AM
Quality Control Inspector
- ConsultNet Technology Services and Solutions
-
Irvine, CA
- QC Inspector Irvine, CA- 1st Shift Contract to Hire $22.00- $25.00 an hour Successful candidate will perform inspections...
- 6/9/2024 12:00:00 AM
Quality Control Inspector
- Energy Steel
-
Rochester Hills, MI
- The QC Inspector is responsible for dimensional inspections, control and maintenance of the calibration system, and the ...
- 6/8/2024 12:00:00 AM
Quality Control Inspector
- APT Electronics, Inc.
-
Anaheim, CA
- Position Summary: Quality Control Inspector monitors, tests and inspects all processes involved in the production of a p...
- 6/8/2024 12:00:00 AM
Quality Control Inspector
- Franco Whole Foods, LLC
-
San Diego, CA
- Job Description Job Description Job Title: Quality Control Inspector Department: Quality Assurance Reports to: Quality A...
- 6/8/2024 12:00:00 AM
Quality Control Inspector
- Aerotek
-
Eagleville, PA
- One of our large manufacturing companies located in Audubon, PA is looking for QC Inspectors to join their 1st and 2nd s...
- 6/7/2024 12:00:00 AM
Quality Control Inspector
- RightTalents LLC
-
- Title: Quality Control Inspector Location: Yonkers, NY (Onsite) Duration: 12 Months Work week: 40 hours per week Job Des...
- 6/7/2024 12:00:00 AM
About Ohio
Ohio /oʊˈhaɪoʊ/ (listen) is a Midwestern state in the Great Lakes region of the United States. Of the fifty states, it is the 34th largest by area, the seventh most populous, and the tenth most densely populated. The state's capital and largest city is Columbus.
The state takes its name from the Ohio River, whose name in turn originated from the Seneca word ohiːyo', meaning "good river", "great river" or "large creek". Partitioned from the Northwest Territory, Ohio was the 17th state admitted to the Union on March 1, 1803, and the first under the Northwest Ordinance. Ohio is historically know...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Assurance Auditor jobs
$46,824 to $59,548