Search Jobs

Performance Excellence Quality Analyst - Owings Mills, MD

Owings Mills, MD 21117

Posted: 03/06/2019 Employment Type: Contract To Hire Industry: Call Center Job Number: 512 Pay Rate: 17.00

Performance Excellence Quality Analyst - Owings Mills, MD

Pay: $17/hr

Job Summary:

  • Quality Analysts provide a review of the quality and accuracy of work functions performed by call center associates within TFS call centers and their corresponding external business partners.
  • The observations from which are used to develop performance trending while identifying performance and compliance gaps.
  • Additionally, monitoring observations may be used to identify internal process improvement opportunities and validate improvements that have been implemented.

Essential Job Functions:

  • Evaluating and verifying assigned lines of business for both phone and non-phone based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
  • Attend assigned line of business calibrations to ensure consistency within monitoring processes, procedures, job knowledge and scoring.
  • Leverage recording/monitoring application to compile data, generating reports to support business goals.
  • Work collaboratively with team members
  • Meet regular performance expectations
  • Ability to maintain regular and predictable attendance to support team and business objectives.
  • Capability to work flexible hours, which may include day, evening and weekend hours.
  • Ability to be at work on time
Apply Online
Apply with LinkedIn Apply with Facebook Apply with Twitter

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.