Quality Services Specialist in Woodridge, IL at Alltran

Date Posted: 2/27/2018

Job Snapshot

Job Description

 Lead Candidate Identified

The duties and responsibilities include, but are not limited to, the following:


  • Maintain a thorough knowledge of Alltran clients, policies, and technology.
  • Monitor recorded and live calls according to client and company expectations.
  • Maintain accurate and sufficient documentation of calls via QA scorecards, including positive observations, as well as areas of needed improvement.
  • Provide ongoing QA Call Evaluation reporting and notification to leadership and operations.
  • Provide coaching to phone based employees, as required.
  • Participate in monitoring and calibration sessions with clients and internal leadership.
  • Utilize Nexidia Voice Analytics to perform various job functions and initiatives.
  • Conduct audits of accounts for accuracy, as assigned
  • Some travel required.


Job Requirements


  • Ability to monitor and record improvements in performance.
  • Ability to provide feedback and demonstrate a variety of coaching methods.
  • Ability to write reports, and business correspondence.
  • Ability to build and maintain effective working relationships
  • Strong attention to detail

Experience & Education


  • An Associates Degree (AA) from an accredited University or College; or a High School diploma; GED and 1 years related work experience.
  • Experience (2+) years in a call center environment supporting customer care and collections.
  • Previous Quality Assurance experience in a call center environment.
  • Previous Department of Education experience preferred.


This position description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of those principle job elements essential to the job.

Alltran provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or genetics.



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