Responsibilities Review and evaluate completed cases for deviations from business rule standards.Monitor and evaluate all correspondence related to a case, including phone calls, for deviations from organizational policies and standards.Uses quality monitoring data management system to compile and track performance at team and individual level.Provides structural and timely recommendations; verbal and\/or written feedback to Telecom QC Manager, Market Access Operations, as well as other Telecom QC Analyst.Participates and\/or facilitates internal and external calibrations to identify customer needs and expectations.Uses customer service expertise to assess existing practices and procedures for process improvement opportunities within Market Access.Participates in design of call monitoring formats and quality standards.Display proficient abilities in performing that task for the operational area which is being monitored.Conduct miscellaneous tasks or projects as assigned by immediate supervisor.Qualifications QA\/QC and\/or external or internal audit experience preferredExperience in coaching and training individuals or groups.Excellent written, verbal, analytical and communication skills.Excellent email writing skills, specific to customer facing interactions.Strong planning, time management, problem solving and organizational skills.Display a high level of professionalism, integrity, and maturity.Demonstrated ability to work well individually and in a team environment.Highly detailed-orientedConfidentialityFlexibilityPunctuality and ReliabilityHigh School Diploma or EquivalentPerforms tasks with a sense of urgency About Aerotek: We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing\u00ae Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.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.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888-237-6835 or email email@example.com for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.
Over the past three decades we’ve built an unrivaled culture and our unique, people-focused approach yields competitive advantage for our clients and rewarding careers for our contractors. Today we serve virtually every major industry, and we’ve placed exceptional people in hundreds of thousands of roles and positions. Everything we do is grounded in our guiding principles to build and nurture quality relationships that allow us to place quality people in quality jobs. Our mission is as simple today as it was thirty plus years ago: Bringing great people and great organizations together. This drive to connect people and make them successful is what we mean when we say — our people are everything. Since our founding, Aerotek has grown to become one of the top global recruiting and staffing agencies. Check out our company timeline, starting with our humble Baltimore roots in 1983 when our founders started Aerotek to serve the aerospace and defense industries to today as an Allegis Group company, a global leader in talent solutions.