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This position is responsible for monitoring outbound survey calls made by Contact Center Agents in order to maintain quality and compliance. Quality Representatives will be accountable for accurately scoring monitored calls and maintaining proper record keeping of all quality data. 

• Strategically monitor Call Center Agents’ calls as a mechanism to maintain quality compliance expectations
• Understand and appropriately apply the quality infraction guidelines when scoring monitored calls
• Meet or exceed individual call monitoring targets in order to ensure cycle, study goals, and client deliverables are met
• Accurately capture and record call scoring data onto the appropriate monitor forms /monitoring tools
• Interface with operational management to provide clarification and/or explanation of quality scoring, as needed
• Required to attend all training pertaining to Contact Center studies and quality procedures
• Monthly participation in team monitoring calibration sessions
• Collaborate and team with peers/management to meet overall Contact Center goals and objectives
• Participate in special projects as requested

• High School diploma or GED equivalency
• Excellent english communication skills (Verbal & Written)
• Proficient in Windows, Microsoft Office and Google Workspaces
• Fluent in the English Language (Bilingual positions require fluency in English and Spanish, both verbal and written)

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