Abt Associates Call Center Quality Assurance Monitor - DSET in New York, New York

DSET is Abt’s full-service technology, data, and innovation partner, offering expertise across the entire spectrum of data — from the initial capture, to data wrangling and analytics, and data visualization and dissemination. They combine deep experience in developing, conducting and capturing high-quality data via complex surveys with an ability to normalize, analyze and transform data into actionable insights.

Opportunity

Abt Associates seeks a qualified Quality Assurance Monitor to support the Data Science and Surveys and Enabling Technologies Division’s call center in New York.

Key Roles and Responsibilities

  • Review and evaluate the work of telephone interviewers by monitoring calls, using established standards and procedures.

  • Provide feedback to telephone interviewers, noting any issues or follow up training needs.

  • Report any unusual occurrences to management, using established procedures.

  • Assist management with form revisions and retention procedures.

  • Perform other duties as assigned within the call center.

Preferred Skills / Prerequisites

  • A history of excellence on monitoring’s, including client remotes.

  • A demonstrated ability to communicate clearly and concisely, both in writing and speaking.

  • Committed and available for staff scheduling (core hours will be 5pm – 9pm and Weekends Friday thru Sunday)

Minimum Qualifications

  • Eligibility is limited to only those employees who have reached a Senior Research level.

Abt Associates is an Affirmative Action/Equal Opportunity employer committed to fostering a diverse workforce. Abt Associates provides market-competitive salaries and comprehensive employee benefits.