QA Specialist Tier I (CSR) (US)

**This is a Temporary Full Time position in our San Diego call center**The QA Specialist is responsible for monitoring Agent customer interactions against client specified policies and procedures as stated in the QA guidelines. Suggest improvements at the agent and project level through evaluations and reports to ensure client standards are maintained and/or exceeded.Determine whether the CMC agents maintain a pre-determined and acceptable level of contact handling through monitoring and test contact evaluation.
Report contact handling performance and statistics through monitoring and test contact evaluation.
Report contact handling performance and statistics through daily and weekly reports submitted to the Quality Assurance Supervisor.
Conduct remote monitoring sessions with Client, thus completing performance summaries that will be submitted to the Quality Assurance Supervisor and the Quality Assurance Manager.
Randomly monitor calls to ensure Client/TeleTech's standards are maintained.
Review evaluations, maintain tape files, and handle general administrative duties.
Prepare performance evaluations documenting contact-handling procedures. Other Duties as assigned.1-2 years experience in a customer service environment or related position, preferably in a teleservices or telecommunications company.Call-master knowledge, data entry and proof reading skills.Demonstration of high attendance level.Direct related experience in a Quality Assurance Department preferred, but not requiredB.A./B.S. degree or equivalent work-related experienceExcellent organizational and customer service skills.
Strong written and oral communication skills, including an articulate, professional voice
PC Literate (Windows 95, Word, Excel)
Multi-task oriented
Ability to work in a sedentary position
Ability to maintain an objective opinion
REQUIREMENTS
See above / gj-hh