Quality Assurance Monitor - Call Center

QUALITY ASSURANCE MONITOR - Call Center We have an opportunity for a Quality Assurance Monitor to join a local non-profit organization for the duration of a large fundraising project starting May 1st and going through October. As the Quality Assurance Monitor, you will work in a call center environment, live monitoring and listening to recordings of the outbound recruitment team to ensure high quality interactions between recruiters and constituents. You will then communicate findings to the Team Coaches and Project Coordinators in efforts to maximize call quality. You will also conduct outbound recruitment calls as needed. Position Responsibilities: *Successfully demonstrate the highest call quality and productivity while performing Recruiter duties. *Actively monitor live calls and listen to recordings of Recruiters with heightened attention to detail. *Clearly document and review all data obtained during quality assurance activities to verify data entry of calls and consistency with quality processes in the call center. *Accurately track quality metrics. *Identify and quantify quality trends. *Effectively use the call center recording system, saving calls appropriately. *Conduct QA verification call backs to Constituents. *Communicate QA findings to Team Coaches and Coordinator. *Other duties as assigned. Requirements: *Associate's Degree plus one year of experience in Customer Service, Sales or Quality in a Call Center Environment or equivalent experience *Excellent ability to communicate the organization's mission in a compelling manner *Possesses excellent communication (verbal and written) and interpersonal skills *Able to effectively communicate over the phone and resolve/defuse Constituent concerns *Possess excellent active listening skills *Ability to be responsive to continuous feedback from Project Coordinator *Ability to effectively work independently and multi-task in a fast paced team call center environment *Able to exhibit analytical decision making skills and make effective decisions *Display individual accountability, leadership and relationship building skills *Experience in MS Word, Excel, Power Point, Access, using databases, e-mail *Attention to detail a must *Must have the ability to relate and work well with people *Must be able to work between the hours of 8:30am-6pm, Monday through Friday, for a total of at least 37.5 hours a week