- Using CQA subject-matter knowledge and judgment, evaluates recorded and/or live conversations between the CSR and respondent using the QA evaluation solution for the program, providing context for quality ratings
- Evaluates interactions with CQA respondents for all contact center channels (Inbound and Outbound) using the appropriate quality solutions
- Provides accurate scoring according to approved criteria definitions, quality standards and standard operating procedures
- Effectively communicates monitoring results in written format, providing Operations Supervisors with key information to effectively coach CSRs to improve performance
- Identifies and reports call trends to quality management staff
- Fulfills weekly work load assignments, meeting the established performance metrics
- Acts as team player in order to contribute to team performance goals
- Participates in site quality meetings as assigned
- Participates in calibration sessions and complies with defined scoring standards
- Complies with all CSR and respondent data privacy and security requirements
- Carries out additional quality initiatives as directed
- Handles all other duties as assigned
- Regular and predictable attendance is required
- Adheres to all department and company rules and regulations
- High school diploma or GED required, Bachelor's degree preferred
- A minimum of one year's experience in contact center quality monitoring preferred
- A minimum of one years' experience providing written feedback to CSRs and/or management level employees preferred
- Six months of contact center experience required
- Demonstrated customer service, leadership and team interaction skills preferred
- Basic computer literacy
- Experience working with a PC and a Windows environment
- Attention to quality, detail oriented
- Reading for understanding comprehension
- Ability to communicate effectively both verbally and written
- Must be able to write clearly and professionally
- Ability to organize simultaneous tasks
- Ability to prioritize work
- May be required to work off-shift as necessary, to include nights and weekends
- Must be able to speak and read English clearly; professionally and fluently
- Problem solving/probing question skills
- Interpersonal skills
- Ability to work within established contractual turnaround times
- Ability to pass United State Census Bureau suitability assessment.
- Ability to pass both an English and foreign language assessment.
- Clearance / Background investigation requirements may include the Applicant Name Check, the National Agency Check and Inquiry (NACI), and the Certification of Public Trust processes at the moderate to high designation level, dependent on position.
- Sponsorship: MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.
- Residency requirement: Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.
-
Japanese Quality Monitor
1 week ago
TransPerfect New York, United StatesTransPerfect Is More Than Just a Job... · Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 90+ offices has its own individual identity, and each also has its own unique rewards. · Locations: · US-New York, N ...
-
Packaging Supervisor
1 week ago
Horizon Innovations York, United StatesAt one of our well-known clients in the Rastatt area, this interesting opportunity is available as part of our recruitment services. · Your tasks · You ensure compliance with all legal regulations according to the German Medicines Act in relation to the production of pharmaceutic ...
-
Eclipse Innovations East Orange, United StatesCreating Fascination: Your Responsibilities · Ensuring the production program through proactive management of production orders · Monitoring work progress in the production area to meet deadlines, quality and cost requirements · Managing maintenance work and supporting Industrial ...
-
Financial Accountant
1 week ago
SilverLinx Newark, United StatesDe Rigo Vision was founded in 1978 by Ennio De Rigo and is now a global leader in the design, production, and distribution of high-quality prescription and sunglasses, sold in approximately 80 countries. To strengthen our dedicated team and expand our finance department, we are c ...
-
Industrial mechanic
1 week ago
Infinity Systems Manhattan, United StatesWelcome to the world of tradition and innovation. Currently, we are looking for an industrial mechanic (m/f/d) on behalf of a client for the location in 26603 Aurich. This position not only promises exciting tasks, but also a promising perspective with the option of permanent emp ...
-
Training for Warehouse Logistics Specialist
1 week ago
FusionTech Empire, United StatesWe are a successful, regionally established company in the mineral water industry. Innovative strategies in the areas of mineral water and soft drinks form the basis of our business. The excellent quality of our products is of the utmost importance to us. That is why working as a ...
-
Bilingual Senior Associate
1 week ago
Sutherland New York, United StatesOverseeing and managing performance and service quality, monitoring calls and emails in English and Spanish, creating reports and relaying information, developing and implementing strategies based on data and observations. ...
-
HRFS Senior Analyst
2 weeks ago
Alight Solutions New York, United StatesThe HRFS Senior Analyst is responsible for executing deliverables for clients in aligned focus area, monitoring workload, driving quality control, supporting best practice conversations with clients, managing initial day-to-day client escalations, an.. ...
-
Machine operator
1 week ago
Horizon Ventures Hudson, United StatesWe are currently looking for a Machine Operator (m/f/d) to join our bottling team as part of a succession plan. · About us: · The Flensburger Brewery is a family-owned company. We combine tradition, innovation, and quality. Our Flensburger beers are not only famous for their uniq ...
-
Deputy Residential Area Manager
1 week ago
Omega Innovations North Hudson, United StatesAbout Us · The residential area managers in our facility do not work in basic and treatment care, but primarily take on the following tasks: · - Organizing the care and support of residents · - Managing and monitoring care documentation · - Monitoring and ensuring proper care and ...
-
Eclipse Enterprises Hudson, United StatesThe Schwarz IT manages the entire digital infrastructure and all software solutions for the companies of the Schwarz Group. This includes the selection, provision, operation, and further development of IT infrastructures, IT platforms, and business applications. In order to suppo ...
-
Quality Engineer Electrical Engineering
1 week ago
Stellar Enterprises Hudson, United StatesIn our development department, you can expect excellent prospects in a technologically exciting growth industry. Use your ideas with state-of-the-art machines and methods and continuously develop your skills. · Your tasks: · Formulation of quality requirements for electronic pr ...
-
Veterinarian, ARC/CARE
1 week ago
ASPCA New York, United StatesPlease make sure to attach your resume to complete your application. · Summary: · The ARC (Animal Recovery Center) and CARE (Canine Annex for Recovery and Enrichment) facilities are dedicated to the recovery and rehabilitation of victims of cruelty and neglect admitted through NY ...
-
NYU Langone Health New York, United StatesNYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hosp ...
-
Sr. Ambulatory Care Nurse
1 week ago
NYU Langone Health New York, United StatesNYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An ...
-
Nurse Practitioner
1 week ago
NYU Langone Health New York, United StatesNYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An ...
-
Nurse Practitioner
1 week ago
NYU Langone Health New York, United StatesNYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An ...
-
Nurse Practitioner
1 week ago
NYU Langone Health Brooklyn, United StatesNYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An ...
-
Acute Care Nurse Practitioner
1 week ago
NYU Langone Health New York, United StatesNYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hosp ...
-
NYU Langone Health Brooklyn, United StatesNYU Grossman School of Medicine is one of the nation's top-ranked medical schools. For 175 years, NYU Grossman School of Medicine has trained thousands of physicians and scientists who have helped to shape the course of medical history and enrich the lives of countless people. An ...
Vietnamese Quality Monitor - New York, United States - TransPerfect
Description
TransPerfect Is More Than Just a Job...Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 90+ offices has its own individual identity, and each also has its own unique rewards.
Locations:
US-New York, NY rd)
TransPerfect seeks a BILINGUAL VIETNAMESE speaking Quality Monitor (QM) to work on a project in New York City.
The Senior Quality Monitor in the Census Questionnaire Assistance (CQA) program conducts quality evaluations to ensure that Customer Service Representatives (CSR) are performing in accordance with established quality and performance standards.
The Senior Quality Monitor reports directly to the Quality Supervisor or Quality Operations Manager (where structure does not require a Supervisor level).
The Senior Quality Monitor uses subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in quality compliance nature and sequence.
The Senior Quality Monitor will select from alternative methods and refer problems not solvable by adapting or interpreting guides, manuals, or procedures such as the Quality Monitor Process Manual, CQA Scoring Standards and Standard Operating Procedures (SOPs).
JOB RESPONSIBILITIES:
EDUCATION / EQUIVALENT TRAINING:
EXPERIENCE:
SKILLS AND ABILITIES:
UNIQUE/ADDITIONAL REQUIREMENTS:
WORKING CONDITIONS:
The work is typically performed in an office environment, which requires proper safety and security precautions.
To ensure our contact center production area is at minimal risk for unauthorized disclosure (that is, the release or divulgence of information by an entity to persons or organizations outside of that entity) of Personally Identifiable Information (PII) or Protected Health Information (PHI), the work environment operates under a Secure Floor Policy.
The Secure Floor Policy limits or restricts personal belongings, electronic devices, or paper that can be brought into production areas.
Work may require some physical effort in the handling of light materials, boxes, or equipment. Work may also require walking, particularly for long distances and standing for sustained periods.
The above job description is not intended to be, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Requests for reasonable accommodations will be considered to enable individuals with disabilities to perform the principal (essential) functions of this job.