Contact Center Quality Auditor

3 days ago

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KBR, Inc.

WebsiteLinkedInAll Job Openings

Engineering • Aerospace • Defense • Professional Services • Technology

10,000+ employees

Founded 1901

🔬 Science

Description

• Perform quality review of a subset of contact center customer interactions and/or processes to determine department and representative performance and identify process gaps for improvement. • Monitor, evaluate and score contact center communications against established quality assurance standards to ensure contractual compliance and representatives adhere to predetermined quality standards. • Prepare internal scorecards for contact center representatives with related knowledge management aids and a way forward for success. • Identify issues and make recommendations for process and quality improvement based on customer feedback and contact center best practices. • Review customer feedback and other metrics and provide contact center management with regular performance reports of representatives. • Participate in calibration sessions to maintain consistency in internal evaluations. • Support and communicate business goals, quality standards, processes, procedures, and policies. • May perform other related duties and responsibilities as assigned and/or required.

Requirements

• High School diploma or equivalent • 2 years of experience in a contact center environment. • 1 year of experience scoring and rating customer interactions in a contact center environment. • Exceptional listening and analytical skills, with a strong attention to detail. • Strong verbal and written communications with the ability to provide 360-degree feedback. • Ability to work as part of collaborative team as well as autonomously. • Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint • Must be a U.S. citizen due to contractual requirements. • Preferred Military move management experience, Military experience and/or immediate family member of a military member while on active duty. • Experience utilizing NICE software/applications. • Advanced knowledge of Microsoft Office Suite to include Word, Excel, and PowerPoint.

Benefits

• Medical, Dental and Vision Insurance. • Paid time off (PTO) • Three weeks of PTO for newly hired employees • 401(k) • Health and Wellness Programs • Disability, Life and AD&D insurance • Employee Support program • Family Support: Bright Horizons, child and elder care services • Teladoc Medical Experts, second opinion program • Travel Accident & Medical TRICARE Supplement Plan • Voluntary Benefit Plans • And more!