Call Center Agent
Call Center & Customer Service
We are seeking a Call Center Quality Monitoring Analyst to join our team. In this role, you will evaluate and monitor the performance of customer service representatives in a call center environment, ensuring that agents provide high-quality service. Your goal will be to enhance customer satisfaction and maintain consistent service standards through call evaluations and constructive feedback.
Schedule:
Open to Weekday and Weekend hours from 7:00am to 3:30pm or 3:30pm to 12:00am (Possible Overtime)
Key Responsibilities:
Monitor Calls: Listen to live or recorded calls to assess agent performance against established quality standards.
Provide Feedback: Deliver constructive feedback to agents and supervisors based on evaluations to improve service quality.
Track and Report Performance: Maintain records of monitored calls, detailing performance metrics and trends, and compile reports to provide insights into overall team performance.
Collaborate with Training Teams: Work closely with training and development teams to identify training needs and recommend coaching plans.
Identify Areas for Improvement: Analyze call center operations to detect patterns in errors and service issues, suggesting improvements in scripts and processes.
Maintain Compliance: Ensure agents adhere to regulatory requirements and company policies during customer interactions.
Develop Quality Guidelines: Assist in developing and revising quality assurance guidelines and best practices for the call center.
Skills and Qualifications:
Experience: Minimum of 1-2 years in a call center environment, preferably with quality monitoring experience.
Attention to Detail: Strong ability to detect errors and inconsistencies in interactions.
Communication Skills: Excellent verbal and written communication skills for effective feedback delivery.
Analytical Skills: Proficient in analyzing performance data and generating reports.
Time Management: Ability to manage multiple monitoring tasks while meeting deadlines.
Familiarity with Call Center Tools: Experience with call monitoring software and CRM systems.
Problem Solving: Strong ability to identify areas for improvement and recommend actionable solutions.
Highspeed Internet
Preferred Qualifications:
Experience with quality assurance tools such as NICE, Verint, or similar platforms.
Knowledge of industry-specific compliance and service standards (e.g., HIPAA for healthcare, GDPR for data privacy).
Click on apply now for instant consideration!
Equal Opportunity Employer/Veterans/Disabled. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit: http://www.adeccousa.com/candidate-privacy/ The Company will consider qualified applicants with arrest and conviction records.
Pay Details: $18.00 per hour
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.adecco.com/en-us/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Ref: US_EN_99_020527_2326614