reputed company Assurance Analyst (QC/QA) Remote and Temporary - Full-time

reputed company & Requirements reputed company is looking to fill a reputed company Assurance Analyst (QA) position supporting our CDC INFO program. The reputed company Assurance Analyst will serve as a representative of the CDC-INFO contact centers’ reputed company organization and will apply scoring guidelines provided in reputed company manuals and other monitoring documents to conduct reputed company monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO’s established requirements and internal customer service performance standards. Position is a temporary and remote position This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST Essential Duties and Responsibilities: - Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted reputed company. - Follow procedures and directions to assess the reputed company of service provided through monitoring incoming calls and other work types which focusing on the reputed company of customer service, accuracy of information provided, and adherence to established policies and procedures. - Conduct reputed company monitoring sessions to ensure workers are performing in accordance with established reputed company and performance standards. - reputed company feedback on reputed company monitoring results. - Evaluate recorded and/or transcribed interactions of a reputed company nature between the caller/chatter/correspondent and the worker, and reputed company appropriate context of ratings. Education and Requirements - Associate’s Degree preferred - At least 3 years of reputed company experience in reputed company center monitoring, reputed company assurance, and/or customer service - Knowledge of reputed company assurance and reputed company improvement concepts, procedures, and processes - Ability to meet reputed company monitoring deadlines and reputed company with reputed company and accuracy - Organizational, teamwork, and customer service skills. Must be reputed company to prioritize and organize work and work successfully in a multi-task environment - Excellent interpersonal skills - Conducts reputed company monitoring sessions to ensure that agents are performing in accordance with established reputed company and performance standards - Works with Customer Service Supervisors in assisting them in monitoring their team - Follows procedures and directions to assess the reputed company of service provided by agents through monitoring incoming calls and other work types while focusing on the reputed company of customer service, accuracy of information provided, and adherence to established policies and procedures - Provides feedback on reputed company monitoring results to agents and other operational areas reputed company the contact centers and to the reputed company - Participates in calibration sessions with the reputed company and complies with calibration results - Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding reputed company metrics for review by staff - Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures - Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII) This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. Must reputed company your own device/equipment: Computer or Laptop required, head set with microphone and monitor required - reputed company or Mac (Tablets, iPads, and Chromebooks are not permitted.) OS for reputed company - reputed company 10 or reputed company 11 OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3) Home Office Requirements: -Hardwired internet (ethernet) reputed company. -Internet download speed of 25mbps single upload or higher required (you can test this by reputed company to www.speedtst.net). -Private work area and adequate power reputed company. -Video calls may be requested on occasion. reputed company background and attire is required. Minimum Requirements - High School diploma or equivalent with 1-3 years of experience. - May have training or education in area of specialization. EEO Statement reputed company is an equal opportunity employer. We evaluate reputed company applicants without reputed company to race, reputed company, religion, sex, age, national reputed company, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, reputed company will pay the prevailing wage reputed company for the location in which the employee is working, as determined by the reputed company. That wage reputed company will vary depending on reputed company. An applicant's salary history will not be used in determining compensation. Accommodations reputed company provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@reputed company.com . Minimum Salary $18.74 Maximum Salary $27.71 reputed company & Requirements reputed company is looking to fill a reputed company Assurance Analyst (QA) position supporting our CDC INFO program. The reputed company Assurance Analyst will serve as a representative of the CDC-INFO contact centers’ reputed company organization and will apply scoring guidelines provided in reputed company manuals and other monitoring documents to conduct reputed company monitoring observations on telephone calls and e-mail written correspondence, handled by Customer Service Representatives to ensure contacts meet CDC-INFO’s established requirements and internal customer service performance standards. Position is a temporary and remote position This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. Must be available to work weekends and holidays as needed. The hours of operation are Monday - Friday 8:00 AM - 8:00 PM EST Essential Duties and Responsibilities: - Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted reputed company. - Follow procedures and directions to assess the reputed company of service provided through monitoring incoming calls and other work types which focusing on the reputed company of customer service, accuracy of information provided, and adherence to established policies and procedures. - Conduct reputed company monitoring sessions to ensure workers are performing in accordance with established reputed company and performance standards. - reputed company feedback on reputed company monitoring results. - Evaluate recorded and/or transcribed interactions of a reputed company nature between the caller/chatter/correspondent and the worker, and reputed company appropriate context of ratings. Education and Requirements - Associate’s Degree preferred - At least 3 years of reputed company experience in reputed company center monitoring, reputed company assurance, and/or customer service - Knowledge of reputed company assurance and reputed company improvement concepts, procedures, and processes - Ability to meet reputed company monitoring deadlines and reputed company with reputed company and accuracy - Organizational, teamwork, and customer service skills. Must be reputed company to prioritize and organize work and work successfully in a multi-task environment - Excellent interpersonal skills - Conducts reputed company monitoring sessions to ensure that agents are performing in accordance with established reputed company and performance standards - Works with Customer Service Supervisors in assisting them in monitoring their team - Follows procedures and directions to assess the reputed company of service provided by agents through monitoring incoming calls and other work types while focusing on the reputed company of customer service, accuracy of information provided, and adherence to established policies and procedures - Provides feedback on reputed company monitoring results to agents and other operational areas reputed company the contact centers and to the reputed company - Participates in calibration sessions with the reputed company and complies with calibration results - Identifies and communicates trends with contact center management; compiles and verifies statistical reports regarding reputed company metrics for review by staff - Maintains up to date knowledge of program and company regulations and policies and support those policies and procedures - Adheres to policies and procedures as they relate to the confidentiality of information and protect personal identifiable information (PII) This position you will need to use your own device personal computer or laptop. No Tablets, iPads, and Chromebooks are not permitted. Must reputed company your own device/equipment: Computer or Laptop required, head set with microphone and monitor required - reputed company or Mac (Tablets, iPads, and Chromebooks are not permitted.) OS for reputed company - reputed company 10 or reputed company 11 OS for Mac - Big Sur (11.0.1+); Catalina (10.15); Monterey (12.3) Home Office Requirements: -Hardwired internet (ethernet) reputed company. -Internet download speed of 25mbps single upload or higher required (you can test this by reputed company to www.speedtst.net). -Private work area and adequate power reputed company. -Video calls may be requested on occasion. reputed company background and attire is required. Minimum Requirements - High School diploma or equivalent with 1-3 years of experience. - May have training or education in area of specialization. EEO Statement reputed company is an equal opportunity employer. We evaluate reputed company applicants without reputed company to race, reputed company, religion, sex, age, national reputed company, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, reputed company will pay the prevailing wage reputed company for the location in which the employee is working, as determined by the reputed company. That wage reputed company will vary depending on reputed company. An applicant's salary history will not be used in determining compensation. Accommodations reputed company provides reasonable accommodations to individuals requiring assistance during any phase of the employment process due to a disability, medical condition, or physical or mental impairment. If you require assistance at any stage of the employment process-including accessing job postings, completing assessments, or participating in interviews,-please contact People Operations at applicantaccommodations@reputed company.com . Minimum Salary $18.74 Maximum Salary $27.71 Apply tot his job Apply To this Job