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Call Center Quality Assurance - Full-time / Part-time
| Hours | Full-time, Part-time |
|---|---|
| Location | Lake Mary, FL Lake Mary, Florida |
About this job
Position: Call Center Quality Assurance
Location: Lake Mary, FL 32746
Pay Rate: $17/hour ($17.85/hour for Bilingual Candidates)
Shift: Monday - Friday 8AM - 5PM
Duration: 5 month contract
Job Description
- The Compliance & Performance Associate is responsible for monitoring and scoring calls on a daily basis for the department, using a variety of call recording sources and scorecards, and standards for quality monitoring.
- The position is also responsible for compiling the results to be provided for coaching and continuous improvement initiatives.
- Monitors and evaluates Medicare or Under65 Health Sales calls/chats, via a variety of call recording and scoring tools, the quality and content of inbound and/or outbound telephone calls and provides feedback.
- Conducts weekly audit processes to remain compliant - language line/Florida Relay.
- Coordinates call calibration for Team Leads, Supervisors, and Managers once a week, bi-monthly or monthly as required by client.
- May assist Sales Managers or Team Leads in providing real time coaching. Assists with creating, defining and implementing areas of opportunity for continual refresher training throughout the call center.
- Large (300+ ppl) call center telesales environment with high volume of inbound calls coming in from potential new members.
- Sales agents will help select products that best suit the customer while customer service agents answer general questions and concerns to support the telesales agents.
Qualifications:
- High school diploma or GED
- 4+ years related work experience in Call Center Quality Assurance or equivalent combination of transferable experience and education
- Strong written and oral English communication skills.
Preferred Criteria:
- Prior Supervisory/Management experience with an emphasis on quality assurance
- Prior Quality Assurance / Quality Monitoring experience in a Call Center atmosphere
- Knowledge of Five 9 and Salesforce
- The ability to read, write, and speak Spanish or Creole
About Aerotek:
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
Aerotek is acting as an Employment Agency in relation to this vacancy.