With at least 6 months QA Experience in a Sales Campaign

Essential Functions/Core Responsibilities

• Monitors evaluate and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management, and clients to ensure scoring consistency and best practices.
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
• Maintains a strong program knowledge base; a basic understanding of client products, services and/or program strategies.
• Participate in quality task fo...