Remote Quality Call Monitor in Rockville, MD

Remote Quality Call Monitor - Hendall Inc - Rockville, MD - work from home jobCompany: Hendall IncJob description: OVERVIEWThe Quality Monitor (QM) is responsible for monitoring telephone interviewers as they make and capture details on telephone calls. They will provide coaching and feedback to interviewers from monitoring and support them by answering questions and providing guidance based on project protocol. The QM will document areas for improvement for Interviewers, identify any re-training or performance improvement needed.The Quality Monitor must be trained and knowledgeable about the survey project. Paid training is provided.DUTIES• Conduct monitoring of calls verify project protocol is being applied and to provide feedback• Monitor surveys and identify areas of improvement as needed for survey research interviewers• Assist with monitoring production to manage calls at each hour• Provide coaching to interviewers• Provide guidance on project protocol to interviewers• Complete all QM training activities and consistently apply project protocol• Complete all interviewer training activities, and as needed conduct telephone calls as a survey research telephone interviewer• Create and update all quality documentation and reports for quality and interviewer issues• Follow instructions and work independently to complete assigned tasksMINIMUM QUALIFICATIONS• Candidates must have a bachelor's degree or at least 4 years' work experience to be considered• Experience in coaching or leading others• Prior experience as a survey research interviewer strongly preferred• Previous experience conducting quality monitoring for survey interviews• Advanced experience working with MS Office products, such as MS Teams, Word, Excel, and SharePoint• Demonstrated strong verbal, written and interpersonal communication skills• Meet the requirements of survey telephone interviewer• Advanced computer literacy skills including creating, entering data, saving, and sharing spreadsheets from templates• Fluent in reading and writing in English• Ability to work set schedule to meet project objectives which includes a minimum of 20 hours during the calling effort• Required experience working with MS Office products including MS Teams, Word, Excel, and SharePointHendall Inc.is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.Expected salary:Location: Rockville, MDJob date: Sun, 17 Sep 2023 22:44:35 GMTApply for the job now! Apply tot his job Apply tot his job