Quality Assurance Specialist

The Bilingual Quality Assurance (QA) Specialist reporting to the Call Center Quality Assurance (QA) Supervisor will monitor the interviewing staff checking both the accuracy of the responses keyed into the CATI system and providing feedback to interviewers on several performance measures such as reading verbatim respondent rapport professional phone manner keeping control of the interview and refusal avoidance. Will provide QA support to project teams associated with performance based contracts primarily focused on the productivity quality and delivery of service for ICF contracts supporting a variety of programs and clients.

Shift

The tasks below will provide this team the opportunity to work in a collaborative yet consistent manner in order to achieve a more productive and high quality work environment. Based on project needs your schedule or these duties may change as necessary. It is important to emphasize that your new role as a QA Specialist requires you to be completely engaged with agents during monitoring and coaching sessions. As a QA Specialist you will also be responsible to send up any calls that require immediate corrective action to the QA Supervisor as well as the appropriate Manager and Shift Supervisor. You will also occasionally be required to immediately perform a live monitoring session upon request conduct study specific trainings and refreshers as well as host client monitoring sessions as needed.

What you will be doing:

Shift tasks

• Complete a minimum of 12 monitoring sessions
• Coach a minimum of 12 monitoring sessions
• Ensure all previously completed monitoring sessions are coached within 3 days
• Ensure all information is updated in the QA database with completed work and file completed forms thus far
• Other duties as assigned

Production and Protocol Responsibilities

Daily debrief with your supervisor to discuss any new updates and requirements for the day:

• Monitor interviewers for all projects or to the required SLA for each project.
• Identify project monitoring goals for the day based on project complete percentages on previous day / weekly results.
• Provide quality monitoring for the entire outbound survey research staff.
• Use the QA reports to ensure all agents are being monitored per standards set by management.
• Complete coaching sessions for each completed monitoring session. Coaching feedback should be presented as close to real time as possible.
• Ensure all data collected is in accordance with falsification confidentiality and data quality policies.
• Host client monitoring sessions as necessary.
• Conduct live monitoring sessions on demand as requested by Management staff.
• Perform project training classes as required

Reporting Responsibilities

Taking ownership of performance metrics:

• Provide QA Supervisor with completed QA assignment spreadsheet notating daily completed tasks.
• Report any calls that require immediate corrective action to the QA Supervisor as well as the agent assigned Supervisor.

Employee File Organization and Standard

• File all QA forms in employee files
• Employee files are located in QA locked file cabinet.

  What you must have:

• High school diploma or equivalent required.
• 6 months Survey Research/ Customer Service Experience

• Must be fluent in Spanish and able to read and record answers in Spanish.

Working at ICF

Pay Range There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on fulltime employment is: