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Posted: Monday, February 19, 2018 4:09 AM

Job Description

Listens to and evaluates recorded customer contacts to validate proper handling and adherence to company standards and requirements
Participates in call calibration sessions to gain consistency
Use training knowledge and audit checklist to prepare full compliance report after each call audited
Maintain accurate and up-to-date database of call audits
Adhere to audit schedules and prioritization
Identify trends, issues, potential improvement opportunities for auditing process
Communicate findings with Supervisor/Management
Contributes to preparation of data for quality reporting purposes
Regular attendance required

Experience with adherence to formalized company policies and strong customer care focus required
One or more years of customer service center support experience strongly preferred
Preferably Quality Assurance experience in an inbound/outbound call center environment
Preferably 1 or more years of experience with contact center call recording and monitoring technology
Should be comfortable working in Excel

Why Kelly ?

At Kelly Services , we work with the best. Our clients include 95 of the Fortune 100 companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly.

About Kelly Services

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2016 was $5.3 billion. Visit and connect with us on Facebook , LinkedIn and Twitter .
Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law.


• Location: Northern Virginia

• Post ID: 46184702 nova is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018