Call Center Quality Specialist

JOB DESCRIPTION

Job Title: Call center Quality Specialist 
 
Location: Chandler, AZ
 
Duration: 6 Months + Contract
 
Rate: $19 Hourly
 
Schedule: Must be local as candidate will be needed to work on-site on a Hybrid schedule a couple days per month*  (Potential on Wednesday and Thursday. *Subject to change based on business needs).
 
Current Hours: Monday-  Friday  7AM-5PM (shifts must be between these hours). Candidate needs to be available to work OT  during  the week or on weekends and Holidays (except for Thanksgiving or Christmas day).  
 
Education -  Minimum High School
 
  
 
Job Description:
 
Quality Specialists provide a review of the quality and accuracy of work functions performed by call center team members within call centers and their corresponding external business partners. The observations from which are used to develop performance trending while identifying performance 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 telephone and clerically based work quality and accuracy to support high-quality customer contacts and associated work processing tasks.
 
Attend assigned 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.
 
The following functions/accountabilities are essential for all jobs:
 
Work collaboratively with team members
 
Meet regular performance expectations
 
Strong written communication skills
 
Strong attention to detail and organizational skills are required
 
Knowledge of Microsoft Office applications (Word, Excel, etc.)
 
Ability to apply concepts in ambiguous circumstances (i.e., can work in the gray areas)
 
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, to return from breaks and lunch periods on time and to leave the work area after the end of their scheduled workday (applicable to jobs subject to attendance policy).
 
Attendance and Punctuality are essential for this position
 
Must have functional high speed internet connection that will facilitate working from home.
 
Preferred Skills
 
Bilingual: Spanish
 
Working knowledge of recording platform (e.g. NICE) is a plus.
 
Automotive finance experience preferred.
 
  
 
Requirements:
 
Notes:
 
This person will be doing Phone evaluation     Sales, Back office, making Costumer is not impacted     Listening the call, making sure the process is going all correct.
 
Bilingual     Spanish
 
Transactional data    Validate and check
 
Quality Assurance
 
Critical thinke