Call Quality Admin (Temporary)

IBEX Global • Pittsburgh, PA

1d

About The Position

This is a temporary Quality Admin position responsible for evaluating a random sampling of technical support calls and other customer contact methods. The role ensures compliance with prescribed client project standards, including adherence to standards, accuracy, customer experience, and contact handling efficiency. The Quality Admin will provide one-on-one feedback to advisors and interface with peers and team managers on best practices and advisor evaluations. Participation in client and management meetings and conference calls is also expected.

Requirements

• High School Diploma or GED
• Preference of dual skill in both mobile tech and tech.

Nice To Haves

• Quality Performance Coaching experience preferred
• Previous quality assessment experience preferred
• Knowledge of adult learning techniques, preferred
• Understanding of Inbound/Outbound operations desired
• Familiarity with fundamental feedback and coaching skills is desired
• Prior knowledge of Program Strategy is strongly desired

Responsibilities

• Evaluating a random sampling of technical support calls and other customer contact methods.
• Ensuring compliance with prescribed client project standards (adherence to standards, accuracy, customer experience, and contact handling efficiency).
• Providing one-on-one feedback to advisors.
• Interfacing with peers and team managers on best practices and advisor evaluations.
• Participating in Client and Management meetings and conference calls.

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED