Contact Center Quality Assurance Auditor monitors and measures the quality of inbound and/or outbound customer service calls. Prepares and presents audit reports for management to identify the issues and performance. Being a Contact Center Quality Assurance Auditor assists with feedback and training of individuals who have contact with customers. Typically requires a bachelor's degree. Additionally, Contact Center Quality Assurance Auditor typically reports to a manager. The Contact Center Quality Assurance Auditor gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be a Contact Center Quality Assurance Auditor typically requires 2 to 4 years of related experience. (Copyright 2024 Salary.com)
Quality Assurance Specialist
Residential Care Center, Type II – Bakari Youth Residential Care Center
Position Summary: This position assists and supports the Bakari Center Program Manager to plan, design, monitor, and implement systemic practices and continuous improvement activities that enhance the effectiveness of program operations. The overall purpose is to create accountability with a focus on monitoring compliance and quality assurance and enhance program outcomes through Evidenced Based Practices and evaluation.
The Residential Care Center is licensed under the Wisconsin Department of Children and Families Chapter 52 to provide a Type II residential treatment facility for 24 youth (ages 13-17).
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Work Relationship and Scope:
Reports directly to the Program Manager and works closely with the Program Director at the Residential Care Center. Interacts with line staff. May interact with residents in a feedback interview process.
Personal Attributes: The person in this position must be passionate about the WCS mission and be a role model for accountability and a culture of excellence by virtue of high-quality program standards and compliance. Be a collaborative team player. Follow agency Code of Conduct and Leadership Code of Conduct. Adhere to established policies and procedures of the agency and of all funding sources. Conduct self in an ethical manner. Maintain professional and respectful relationships with all WCS staff, children and families, and all external persons and agencies involved with service provision. Show sensitivity toward cultural, ethnic, and disability needs.
Knowledge, Skills, and Abilities: This person must by a “system thinker” with demonstrated ability to utilize coaching styles to assist with quality assurance and compliance practices. Knowledge of the criminal justice system and child welfare systems. Prefer knowledge of Evidence Based Practices in working with children and families. Must possess exemplary verbal and written communication skills, along with strong computer skills that include Microsoft Word, Excel, and database applications. Requires being good at detail work and utilizing analytical and problem-solving skills. Ability to multitask, organize, and assist others to implement procedures and practices. Must be sensitive to cultural, ethnic, and disability issues.
Working Conditions: Work is performed in a residential care center setting. Must be comfortable being around and/or interacting with children with significant mental health needs. A flexible work schedule may be required from time to time. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Physical Demands: May require sitting at a desk and/or computer for two or more hours at a time. Requires significant computer work.
Job Type: Full-time
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Work Location: In person
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