Job Abstract

The Quality Assurance (QA) Specialist, reporting to the Call Center Quality Assurance (QA) Supervisor, will monitor  the interviewing staff, checking  both  the  accuracy  of  the  responses  keyed  into  the  CATI  system and  providing  feedback  to  interviewers  on  several  performance  measures,  such  as  reading  verbatim,  respondent  rapport,  professional  phone  manner,  keeping  control  of  the  interview,  and  refusal  avoidance. Will provide QA support to project teams associated with performance based contracts primarily focused on the productivity, quality and delivery of service for ICF contracts supporting a variety of programs and clients.

 Shift

The tasks below will provide this team the opportunity to work in a collaborative yet consistent manner in order to achieve a more productive and high quality work environment.  Based on project needs, your schedule, or these duties, may change as necessary.  It is important to emphasize that your new role as a QA Specialist requires you to be completely engaged with agents during monitoring and coaching sessions.  As a QA Specialist you will also be responsible to send up any calls that require immediate corrective action to the QA Supervisor as well as the appropriate Manager and Shift Supervisor. You will also occasionally be required to immediately perform a live monitoring session upon request, conduct study specific trainings and refreshers, as well as host client monitoring sessions as needed.

What you will be doing:

Shift tasks

• Complete a minimum of 12 monitoring sessions
• Coach a minimum of 12 monitoring sessions
• Ensure all previously completed monitoring sessions are coached within 3 days
• Ensure all information is updated in the QA database with completed work and file completed forms thus far
• Other duties as assigned

Production and Protocol Responsibilities

Daily debrief with your supervisor to discuss any new updates and requirements for the day:

• Monitor interviewers for all projects, or to the required SLA for each project.
• Identify project monitoring goals for the day based on project complete percentages on previous day / weekly results.
• Provide quality monitoring for the entire outbound survey research staff.
• Use the QA reports to ensure all agents are being monitored per standards set by management.
• Complete coaching sessions for each completed monitoring session. Coaching feedback should be presented as close to real time as possible.
• Ensure all data collected is in accordance with falsification, confidentiality, and data quality policies.
• Host client monitoring sessions as necessary.
• Conduct live monitoring sessions on demand as requested by Management staff.
• Perform project training classes as required

Reporting  Responsibilities

Taking ownership of performance metrics:

• Provide QA Supervisor with completed QA assignment spreadsheet notating daily completed tasks.
• Report any calls that require immediate corrective action to the QA Supervisor as well as the agent assigned Supervisor.

Employee File Organization and Standard

• File all QA forms in employee files
• Employee files are located in QA locked file cabinet.

  What you must have:

• High school diploma or equivalent required.
• 6 months + Survey Research/ Customer Service Experience