Remote Quality Call Monitor (Cantonese / Mandarin) – Part-time

OVERVIEW

The Quality Call Monitor (QCM) is responsible for monitoring telephone interviewers as they conduct surveys and make telephone calls. They will also provide coaching and feedback to interviewers from monitoring and support them by answering questions and providing guidance on project protocol. The QCM will complete evaluation scorecards for Interviewers, identify those needing re-training or performance improvement and audits data input related to the survey calls. The QCM will assist with facilitating calibration sessions with the project team to help align all quality monitoring. The QCM must be trained and knowledgeable about the survey project. The pay rate will be $16.00 to $22.00 per hour. Paid training is provided.

DUTIES

• Conduct monitoring of calls to audit dispositions and provide feedback to management

• Monitor surveys and complete evaluation scorecards for survey research interviewers

• Accurately complete weekly quality status reports on time using templates

• Provide coaching to interviewers based on scorecards

• Provide guidance on project protocol to interviewers

• Participate in calibration sessions

• Complete all QM training activities and consistently apply monitoring rules and guidelines

• Complete all interviewer training activities, and as needed conduct telephone calls as a survey research telephone interviewer

• Create and update all quality documentation, including evaluation scorecards, audit trackers in excel, and reports to document quality and interviewer issues

• Follow instructions and work independently to complete assigned tasks

MINIMUM QUALIFICATIONS

• Candidates must have a bachelor's degree or at least 4 years' work experience to be considered

• Candidate must be fluent in reading and writing in Cantonese and/or Mandarin

• Experience in coaching or leading others

• Prior experience as a survey research interviewer strongly preferred

• Previous experience conducting quality monitoring for survey interviews

• Advanced experience working with MS Office products, such as MS Teams, Word,

• Excel, and SharePoint

• Demonstrated strong verbal, written and interpersonal communication skills

• Meet the requirements of survey telephone interviewer

• Advanced computer literacy skills including creating, entering data, saving, and sharing spreadsheets from templates

• Fluent in reading and writing in English

• Ability to work set schedule to meet project objectives which includes a minimum of 20 hours during the calling effort

• Required experience working with MS Office products including MS Teams, Word, Excel, and SharePoint

Hendall Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.