Job Summary: The Research Quality Call Center Auditor is responsible for ensuring the accuracy, consistency, and integrity of research data collected via call center operations. This role involves monitoring, evaluating, and auditing calls and processes to ensure compliance with established standards and protocols. The auditor will also provide feedback and recommendations for improvement to enhance the overall quality of data collection and customer interactions.
Key Responsibilities:
1. Call Monitoring and Evaluation:
o Monitor and evaluate outbound calls to ensure adherence to research protocols and quality standards.
o Assess call center agents' performance, focusing on accuracy, clarity, and compliance with research guidelines.
o Identify areas of improvement and provide constructive feedback to agents.
2. Data Quality Assurance:
o Review and audit collected data for accuracy, consistency, and completeness.
o Identify discrepancies or errors in data and take corrective actions as necessary.
o Ensure that data collection methods align with research objectives and ethical standards.
3. Reporting and Documentation:
o Prepare detailed reports on call evaluations, highlighting trends, issues, and areas for improvement.
o Document findings and maintain comprehensive records of audits and evaluations.
o Provide regular updates to management on quality metrics and audit outcomes.
4. Training and Development:
o Collaborate with the training team to develop and deliver training programs aimed at improving call center agents' performance and adherence to quality standards.
o Participate in the development of training materials and resources.
5. Process Improvement:
o Analyze call center processes and workflows to identify inefficiencies or areas for enhancement.
o Recommend and implement process improvements to enhance the quality and efficiency of research data collection.
6. Compliance and Standards:
o Ensure compliance with industry regulations, company policies, and ethical standards in all call center operations.
o Stay updated with relevant industry trends and best practices in call center quality assurance and research methodologies.
Qualifications:
Education:
o Bachelor’s degree in Business, Political science, Journalism, Mass communication, Quality Assurance, or a related field. Advanced degree preferred.
Experience:
o Minimum of 5 years of experience in a call center environment, with a focus on quality assurance and auditing of minimum 3 yrs
o Experience in research or data collection settings is highly desirable.
Skills and Competencies:
o Strong analytical and critical thinking skills.
o Excellent attention to detail and accuracy.
o Effective communication and interpersonal skills.
o Proficiency in using call monitoring and quality assurance tools.
o Ability to provide constructive feedback and facilitate training sessions.
o Knowledge of industry regulations and ethical standards related to research and data collection.
Certifications:
o Quality assurance certifications (e.g., Six Sigma, ISO) are a plus.
Working Conditions:
This position is typically office-based only
May require occasional travel to different call centre locations or for training purposes.
(Domestic)
Share Your CV to kiran.db1252@designboxed.com
