Florida Staffing
Call Center Quality Assurance Analyst
Florida Staffing, Deerfield Beach, Florida, United States, 33441
Quality Assurance Contractor
The Customer Service department's Quality Assurance (QA) Contractor is responsible for evaluating recorded customer service and mechanical claim phone calls to ensure phone agents are following established procedures and delivering high-quality customer service. The job includes reviewing both audio and screen recordings to verify that conversations and system interactions align with our department goals. The ideal candidate will have strong attention to detail, technical aptitude, and a collaborative mindset. Reliability and openness to feedback are critical, especially during onboarding and calibration periods. Conduct quality reviews of recorded phone calls and onscreen activities for both Customer Service and Mechanical Claims agents, 15 per day. Assess agent performance based on process adherence, information accuracy, and customer service standards. Document findings using established QA scorecards and feedback methods. Participate in QA team calibration sessions to ensure scoring consistency. Meet and maintain all work productivity expectations and quotas both in-office and remotely. Additional Skills & Qualifications: At least 1 year of experience in a call center quality assurance setting. Strong attention to detail and the ability to identify process deviations. Basic technical proficiency, including comfort with reviewing multimedia recordings and navigating internal systems. Reliable attendance and punctuality; must consistently adhere to the assigned work schedule. Strong communication skills and the ability to accept and apply feedback. Self-motivated and capable of maintaining productivity while working independently. Must have a dedicated home workspace, free from distractions, on the days they work from home. Pay and Benefits: The pay range for this position is $19.00 - $21.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type: This is a hybrid position in Deerfield Beach, FL. Application Deadline: This position is anticipated to close on Sep 19, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
The Customer Service department's Quality Assurance (QA) Contractor is responsible for evaluating recorded customer service and mechanical claim phone calls to ensure phone agents are following established procedures and delivering high-quality customer service. The job includes reviewing both audio and screen recordings to verify that conversations and system interactions align with our department goals. The ideal candidate will have strong attention to detail, technical aptitude, and a collaborative mindset. Reliability and openness to feedback are critical, especially during onboarding and calibration periods. Conduct quality reviews of recorded phone calls and onscreen activities for both Customer Service and Mechanical Claims agents, 15 per day. Assess agent performance based on process adherence, information accuracy, and customer service standards. Document findings using established QA scorecards and feedback methods. Participate in QA team calibration sessions to ensure scoring consistency. Meet and maintain all work productivity expectations and quotas both in-office and remotely. Additional Skills & Qualifications: At least 1 year of experience in a call center quality assurance setting. Strong attention to detail and the ability to identify process deviations. Basic technical proficiency, including comfort with reviewing multimedia recordings and navigating internal systems. Reliable attendance and punctuality; must consistently adhere to the assigned work schedule. Strong communication skills and the ability to accept and apply feedback. Self-motivated and capable of maintaining productivity while working independently. Must have a dedicated home workspace, free from distractions, on the days they work from home. Pay and Benefits: The pay range for this position is $19.00 - $21.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type: This is a hybrid position in Deerfield Beach, FL. Application Deadline: This position is anticipated to close on Sep 19, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.