Call Quality Auditor - Reston VA - (Herndon, VA)

Job DescriptionGREAT CALL CENTER AUDITOR OPPORTUNITY IN RESTON!!!Listens to and evaluates recorded customer contacts to validate proper handling and adherence to workplace standards and requirementsParticipates in call calibration sessions to gain consistency Use training knowledge and audit checklist to prepare full compliance report after each call auditedMaintain accurate and up-to-date database of call auditsAdhere to audit schedules and prioritizationIdentify trends, issues, potential improvement opportunities for auditing processCommunicate findings with Supervisor/ManagementContributes to preparation of data for quality reporting purposesRegular attendance requiredRequirementsExperience with adherence to formalized company policies and strong customer care focus requiredOne or more years of customer service center support background strongly preferredPreferably Quality Assurance background in an inbound/outbound call center environment Preferably one or more years of background with contact center call