Quality Consultant Job Openings at Curran Daly and Associates

Curran Daly and Associates is hiring quality consultants to evaluate and provide individual and client performance feedback to Center Operations and to support the development and maintenance of a high level of quality.

Other job duties:
  • Monitor, analyze, and evaluate the performance of newly hired and existing employees. Consult and partner with Project Coaches to provide performance results/trends that enable the Project Coaches’ ability to ensure consultants receive feedback on customer service techniques, systems operation, and policy/procedure/practices.
  • Evaluate individual and team results to identify specific opportunities and periodically meet with Coaches to provide consultation, working together to plan monitoring strategy and validate Consultant performance progress.
  • Support and partner with training department by providing trend analysis feedback to help determine training-related solutions, present quality performance criteria and scoring methodologies to new hire classes, facilitate class quality calibration sessions, and provide client performance feedback as required.

Qualifications:
  • Finished at least 2nd year College level
  • At least 2 year(s) of work experience in the related field is required for this position
  • Previous experience providing statistical analysis support in a call center environment or providing analyst support in a Quality function is preferred.
  • Candidate must have handled TELCO PROGRAM PREFERABLY.
  • Experience using statistical and performance analysis tools to support continuous quality improvement and coaching is preferred. The key is the ability to objectively quantify performance against standards and models to identify performance gaps and analyze results to determine corrective action and increase performance.
  • Proficiency with Word, Excel, PowerPoint, and Quality management systems or analytical software is preferred.
  • Strong verbal, interpersonal, written, and presentation skills is preferred.
  • Ability to manage multiple projects and to be able to quantify project results using project management skills and software is preferred
  • Willing to work in graveyard/ shifting schedules

How to apply:
Send resume to cdnet@currandaly.com or visit currandaly.com/jobs

About Curran Daly and Associates
Curran Daly and Associates was established to meet the needs of the call and contact center industry. Since that time it has become a business that provides recruitment solutions across the complete spectrum of sales and service delivery jobs, online and digital.