Job Description

DUTIES
Conduct monitoring of calls to audit dispositions and provide feedback to management
Monitor surveys and complete evaluation scorecards for survey research interviewers
Accurately complete weekly quality status reports on time using templates
Provide coaching to interviewers based on scorecards
Provide guidance on project protocol to interviewers
Participate in calibration sessions
Complete all QM training activities and consistently apply monitoring rules and guidelines
Complete all interviewer training activities, and as needed conduct telephone calls as a survey research telephone interviewer
Create and update all quality documentation, including evaluation scorecards, audit trackers in excel, and reports to document quality and interviewer issues
Follow instructions and work independently to complete assigned tasks
MINIMUM QUALIFICATIONS
Candidates must have a bachelor's degree or at least 4 years' work experience to be considered
Candidate must be fluent in reading and writing in Spanish/English
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 SharePoint
Hendall 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.

Job Tags

Work experience placement,

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Quality Call Monitor Job at Hendall Inc., Rockville, MD

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