QA/QC Specialist

Job Overview

Covance is hiring Call Quality Specialists for our Gaithersburg, MD location.

The Quality Specialist is responsible for evaluating customer interactions at CMA InTeleCenter locations. This includes, but is not limited to, scoring calls as part of the call quality program; generating quality reports, escalating issues related to CQM & data quality, reporting on quality trends, ensuring procedures for CMA programs are followed; audit support, and other administrative tasks as required. The Quality Specialist reports to Quality management.

* Scores customer interactions as part of the ITC call quality monitoring program.

* Ensures adherence to data entry integrity and quality standards across all ITC programs.

* Assists with data cleaning and reporting

* Escalates quality issues to Quality Management, as needed.

* Assists with the administration of process documentation, standard operating procedures/program specific procedures, validation documents and training materials.

* Provides Audit support

* Participates in CMA quality initiatives, as needed.

* Other duties as assigned

Education/Qualifications

A Bachelor's degree is strongly preferred or evidence of continual work toward a degree strongly preferred. Candidates without a degree should have a High school diploma and 4 or more years' experience providing business support in development projects, particularly in a call center environment.

Experience

The Quality Specialist is an entry level position, where up to 2 years experience is preferred, but not required.