Randstad
Contact center - quality analyst
Randstad, Altamonte Springs, Florida, United States, 32717
Title: Contact Center Quality Analyst
*No C2C/No Sponsorship*
Location: Altamonte Springs, FL - Hybrid (One week in-office per month; additional in-office days for live feedback sessions as needed)
Duration: 6+ Month Contract-to-Hire
Pay: $22 per hour
We are seeking a detail-oriented and analytical Quality Standards Assurance Analyst to join our dynamic team in our Contact Center. This will review our Contact Center cases, orders, processes, etc and help to ensure quality. Assess calls, chat interactions, and case management practices against established standards, documenting results thoroughly. Compile, manage, and analyze data from various customer service systems; create Excel pivot tables, graphs, and PowerPoint presentations for leadership.
salary: $20 - $22 per hourshift: Firstwork hours: 8 AM - 5 PMeducation: Bachelors
Responsibilities
Quality Evaluation:
Assess calls, chat interactions, and case management practices against established standards, documenting results thoroughly.Standards Maintenance:
Stay current on case management and communication standards, ensuring compliance across teams.Data Integrity Assessment:
Evaluate the service and data integrity of assigned processes, documenting findings to support feedback cycles and analytical reviews.Data Management:
Compile, manage, and analyze data from various customer service systems; create Excel pivot tables, graphs, and PowerPoint presentations for leadership.Feedback Coordination:
Collaborate with team leaders to conduct feedback and calibration sessions, ensuring alignment on quality management tools.Process Improvement:
Identify and document opportunities for enhancing processes and service delivery; escalate trends and issues to supervisors with actionable recommendations.Training Facilitation:
Partner with leaders to facilitate training for new hires on quality standards; conduct refresher training as requested.Confidentiality Assurance:
Maintain the confidentiality of sensitive information and data review results.
Skills
Excel (1 year of experience is required)Cross-Functional CollaborationContact Center Quality Review (2 years of experience is required)
Qualifications
Years of experience: 2 yearsExperience level: Entry Level
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.
*No C2C/No Sponsorship*
Location: Altamonte Springs, FL - Hybrid (One week in-office per month; additional in-office days for live feedback sessions as needed)
Duration: 6+ Month Contract-to-Hire
Pay: $22 per hour
We are seeking a detail-oriented and analytical Quality Standards Assurance Analyst to join our dynamic team in our Contact Center. This will review our Contact Center cases, orders, processes, etc and help to ensure quality. Assess calls, chat interactions, and case management practices against established standards, documenting results thoroughly. Compile, manage, and analyze data from various customer service systems; create Excel pivot tables, graphs, and PowerPoint presentations for leadership.
salary: $20 - $22 per hourshift: Firstwork hours: 8 AM - 5 PMeducation: Bachelors
Responsibilities
Quality Evaluation:
Assess calls, chat interactions, and case management practices against established standards, documenting results thoroughly.Standards Maintenance:
Stay current on case management and communication standards, ensuring compliance across teams.Data Integrity Assessment:
Evaluate the service and data integrity of assigned processes, documenting findings to support feedback cycles and analytical reviews.Data Management:
Compile, manage, and analyze data from various customer service systems; create Excel pivot tables, graphs, and PowerPoint presentations for leadership.Feedback Coordination:
Collaborate with team leaders to conduct feedback and calibration sessions, ensuring alignment on quality management tools.Process Improvement:
Identify and document opportunities for enhancing processes and service delivery; escalate trends and issues to supervisors with actionable recommendations.Training Facilitation:
Partner with leaders to facilitate training for new hires on quality standards; conduct refresher training as requested.Confidentiality Assurance:
Maintain the confidentiality of sensitive information and data review results.
Skills
Excel (1 year of experience is required)Cross-Functional CollaborationContact Center Quality Review (2 years of experience is required)
Qualifications
Years of experience: 2 yearsExperience level: Entry Level
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).
This posting is open for thirty (30) days.