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.
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)
- 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.