Contact Center Quality Assurance Auditor jobs in Syracuse, NY

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)

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Call Center Trainer and Quality Auditor
  • Research & Marketing Strategies, Inc.
  • Baldwinsville, NY FULL_TIME
  • REPORTS TO: QualiSight Call Center Supervisor
    RMS is hiring a full-time Call Center Trainer and Quality Auditor (QA) to join our collaborative team of go-getters
    in the RMS QualiSight Call Center. RMS is passionate about survey research and is currently seeking a highly
    motivated and talented individual to train, coach, and mentor our fantastic group of telephone interviewers!
    The right candidate will be experienced and well-versed in call center training techniques and will join our team
    eager to dive in and learn all about conducting market research! The Trainer and QA will train staff and conduct
    ongoing training through call audits and live listening to provide regular and timely feedback to the call center
    team for a wide variety of industry projects including healthcare, education, manufacturing, the food industry,
    and more. You will have the opportunity to work on various types of projects as well, so there’s always
    something new to learn! If you are friendly and motivated and love to train people, this is the full-time
    opportunity for you!
    The Training and QA position allows for a flexible schedule, with availability for shifts during mornings,
    afternoons, evenings, and Saturdays to ensure touchpoints will all the call center staff. We work with your
    schedule to help provide a stable work-life balance. After your 60-day introductory period, you will also be
    eligible for full company benefits including health, dental, vision, life, vacation, and retirement.

    SPECIFIC DUTIES AND RESPONSIBILITIES

    1. Reporting directly to the QualiSight Call Center Supervisor, the Trainer and QA will complete call audits
    on every staff member for all projects including all CAHPS® product lines, adhering to project guidelines
    and ensuring that minimum audit requirements are met.

    2. Conduct new hire training with new TSAs utilizing established new hire training materials. The Trainer
    and QA will also maintain the TSA Cross Training Log for the department.

    3. Review annual CAHPS® training updates to stay current with project requirements and any new
    guidelines. The Trainer and QA will identify and incorporate any new updates into the department’s
    annual training sessions for the TSAs.

    4. Attend regular department team meetings to discuss existing and new project work, quality goals, and
    training needs. The Trainer and QA will identify the required quality output parameters for all projects to
    better provide “Best in Class” results through the call auditing and data check process.

    5. Through conducting call audits and quality checks, the Trainer and QA will identify and report specific
    problems to the Call Center Supervisor offering possible solutions through programming, scripting, or
    training. The QA will address any immediate concerns to the TSAs and work to incorporate findings into
    team calibration sessions to share best practices with other team members.

    6. The Trainer and QA will work with the supervisor to coordinate impromptu and regular team calibration
    sessions designed to share best practices with the team. A regular schedule of team calibration and
    training sessions should be maintained with a variety of rotating topics to keep staff performance to a
    high standard. The Trainer and QA will maintain a log of all group training activities and attendees and
    will log all coaching activities.

    7. Populate monthly audit reports for every project and product type to include detailed call evaluation
    data for every TSA.

    8. Performs TSA operations to test, and provide feedback about script flow, as well as to augment existing
    staff as deemed necessary by the department head.

    MINIMUM POSITION REQUIREMENTS

    • Demonstrated call center experience with a focus on quality improvement and training.
    • Effective oral and written communication skills, and strong attention to detail.
    • Working knowledge of Microsoft Office (Word, Excel, Outlook, and Access) and CATI style survey

    software desired.

    • Ability to work independently and follow through on own initiative is essential.
    • Ability to manage multiple priorities, with frequent tight time constraints required.
    • Excellent interpersonal and customer service focused skills and ability to work with diverse groups of

    people required.

    **This position may require access to patient Protected Health Information (PHI) and may also involve access to electronic
    Protected Health Information (ePHI). Those in this position are required to comply with all final regulations including the Health
    Insurance portability and Accountability Act of 1996 (HIPAA). Intentional or inadvertent disclosure of PHI or ePHI violates
    federal law and can result in termination and/or fines. Additionally, employees in this position are required to notify the Privacy
    Officer of any suspected incidents whereby RMS is not in full compliance with HIPAA. RMS will provide HIPAA training
    opportunities for the employee to remain current of HIPAA requirements.

    To apply, please submit a resume, salary history and cover letter to the following:
    Karina Tennant
    15 East Genesee Street, Suite 210
    Info@
    Apply Here
    Position Description- Telephone Survey Associate 07-2023

    Job Type: Full-time

  • 19 Days Ago

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Senior Quality Assurance Manager
  • Novanta Corporation
  • Syracuse, NY FULL_TIME
  • Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing p...
  • 23 Days Ago

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Quality Assurance Inspector
  • Confidential
  • Watertown, NY FULL_TIME
  • Local manufacturer of electric motors and motor components is seeking qualified candidates to fill Quality Assurance Inspector positions. To perform this job successfully, an individual must be able t...
  • Just Posted

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Lab Quality Assurance Analyst
  • 1100 ANHEUSER-BUSCH, LLC
  • Baldwinsville, NY FULL_TIME
  • Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new w...
  • Just Posted

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Quality Assurance Manager
  • Berry Global, Inc
  • SOLVAY, NY FULL_TIME
  • Overview Berry Global headquartered in Evansville, Indiana, is committed to its mission of ‘Always Advancing to Protect What’s Important.’ With $13 billion in revenue for fiscal year 2019 on a combine...
  • 15 Days Ago

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Quality Assurance Coordinator
  • Microbac
  • Cortland, NY FULL_TIME
  • Under the direction of the Quality Director, which functions independent from laboratory operations, oversees the development, implementation and maintenance of quality systems throughout an accredite...
  • 15 Days Ago

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0 Contact Center Quality Assurance Auditor jobs found in Syracuse, NY area

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Quality Inspector
  • The Heico Companies, LLC.
  • Rome, NY
  • Job Description The Position This position is a member of the Inspection department.The Quality Technician will report d...
  • 3/28/2024 12:00:00 AM

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Nurse Practitioner/Physician Assistant 2nd Shift L&D Coverage
  • SUNY Upstate Medical University
  • Syracuse, NY
  • Job Summary: The Nurse Practitioner or Physician Assistant will be responsible for providing obstetrical and gynecologic...
  • 3/28/2024 12:00:00 AM

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Supervising Pharmacist
  • Kinney Drugs
  • Bridgeport, NY
  • Overview: Scope of Responsibilities: Oversees the day-to-day operations of the Pharmacy department. Responsible for the ...
  • 3/28/2024 12:00:00 AM

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Nurse Aide Evaluator (PT)
  • Prometric
  • Cortland, NY
  • About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world's ...
  • 3/28/2024 12:00:00 AM

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Quality Inspector / CMM Programmer - Syracuse, NY area
  • CNY Outsourcing
  • Syracuse, NY
  • Quality Inspector / CMM Programmer - Syracuse, NY area please click here to Submit your Resume (careers@carr-recruiting....
  • 3/27/2024 12:00:00 AM

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Hospitalist
  • Department of Veterans Affairs
  • Syracuse, NY
  • Summary The Syracuse VA Medical Center is seeking a qualified Hospitalist to care for our veterans. Learn more about thi...
  • 3/26/2024 12:00:00 AM

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National Bank Examiner (Analyst to Assistant Deputy Comptroller), NB-0570-V.2
  • Office of the Comptroller of the Currency
  • Syracuse, NY
  • Summary As a National Bank Examiner (Analyst to Assistant Deputy Comptroller), you will use advanced knowledge, judgment...
  • 3/25/2024 12:00:00 AM

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Home Health Aide Instructor (Per Diem )
  • Onondaga Community College
  • Syracuse, NY
  • Job Description: The Home Health Aide RN Instructor will be responsible for program oversight and providing instruction ...
  • 3/24/2024 12:00:00 AM

Syracuse is located at 43°2′49″N 76°8′40″W / 43.04694°N 76.14444°W / 43.04694; -76.14444 (43.046899, -76.144423). It is located about 87 miles (140 km) east of Rochester, 131 miles (210 km) east of Buffalo,and 150 miles (240 km) west of the state capital Albany. It is also the halfway point between New York City and Toronto, about 245 miles (390 km) from each, Toronto to the northwest and NYC to the southeast. According to the United States Census Bureau, the city has a total area of 25.6 square miles (66 square kilometres), of which 25.1 square miles (65 square kilometres) is land and 0.6...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Contact Center Quality Assurance Auditor jobs
$47,272 to $60,125
Syracuse, New York area prices
were up 1.5% from a year ago