Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency ... Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency ... Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency ... Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency ... Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency ... Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency ... Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
Conduct call monitoring and quality assessments for phone, chat, and secure messaging interactions. * Provide timely coaching and feedback based on quality findings. * Assist in resolving escalated ...
Conduct call monitoring and quality assessments for phone, chat, and secure messaging interactions. * Provide timely coaching and feedback based on quality findings. * Assist in resolving escalated ...
Call Center Representative
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
Fort Wayne, IN · On-site
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
Fort Wayne, IN · On-site
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
Fort Wayne, IN · On-site
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
Fort Wayne, IN · On-site
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
$15.75 - $19.75/hr
Monitor personal performance goals related to appointment setting, call handling, and customer ... quality service. As one of Indiana's largest and most successful dealerships, we believe our ...
Call Center Representative
Goshen, IN · On-site
$19.02 - $22.93/hr
... quality comprehensive healthcare accessible to all. We strive for a healthy community where ... Monitors providers' schedules for openings and participates in recall campaigns to ensure maximum ...
Call Center Representative
Goshen, IN · On-site
$19.02 - $22.93/hr
... quality comprehensive healthcare accessible to all. We strive for a healthy community where ... Monitors providers' schedules for openings and participates in recall campaigns to ensure maximum ...
Call Center Representative
$19.02 - $22.93/hr
... quality comprehensive healthcare accessible to all. We strive for a healthy community where ... Monitors providers' schedules for openings and participates in recall campaigns to ensure maximum ...
Call Center Representative
$19.02 - $22.93/hr
... quality comprehensive healthcare accessible to all. We strive for a healthy community where ... Monitors providers' schedules for openings and participates in recall campaigns to ensure maximum ...
Call Center Representative
Goshen, IN · On-site
$19.02 - $22.93/hr
... quality comprehensive healthcare accessible to all. We strive for a healthy community where ... Monitors providers' schedules for openings and participates in recall campaigns to ensure maximum ...
Call Center Representative
Goshen, IN · On-site
$19.02 - $22.93/hr
... quality comprehensive healthcare accessible to all. We strive for a healthy community where ... Monitors providers' schedules for openings and participates in recall campaigns to ensure maximum ...
Early Stage Collections Supervisor
$50K - $65K/yr
Reviews monthly quality control audits for staff members. Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues. Develops call strategies to assist ...
Early Stage Collections Supervisor
$50K - $65K/yr
Reviews monthly quality control audits for staff members. Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues. Develops call strategies to assist ...
... and quality control standards for customers in a specific market for product purchased through ... monitoring, inbound call monitoring, customer service escalations, issue identification and ...
... and quality control standards for customers in a specific market for product purchased through ... monitoring, inbound call monitoring, customer service escalations, issue identification and ...
Early Stage Collections Supervisor
Westfield, IN · On-site
$50K - $65K/yr
Reviews monthly quality control audits for staff members. • Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues. • Develops call strategies to ...
Early Stage Collections Supervisor
Westfield, IN · On-site
$50K - $65K/yr
Reviews monthly quality control audits for staff members. • Reviews daily and monthly Call Monitoring reports and works with staff to correct any outstanding issues. • Develops call strategies to ...
... quality, resolution rates, and adherence. * Function as a floor leader, stepping in where needed to ... Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate ...
... quality, resolution rates, and adherence. * Function as a floor leader, stepping in where needed to ... Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate ...
Mortgage Origination Customer Service Representative
Indianapolis, IN · Remote
$26.73/hr
CSRs will maintain schedule adherence of more than 96%. - Call Quality: CSRs will maintain an average call monitoring score of 94% or higher. - Escalation Errors: CSRs will maintain an average error ...
Mortgage Origination Customer Service Representative
Indianapolis, IN · Remote
$26.73/hr
CSRs will maintain schedule adherence of more than 96%. - Call Quality: CSRs will maintain an average call monitoring score of 94% or higher. - Escalation Errors: CSRs will maintain an average error ...
... quality, resolution rates, and adherence. * Function as a floor leader, stepping in where needed to ... Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate ...
... quality, resolution rates, and adherence. * Function as a floor leader, stepping in where needed to ... Use reporting and dashboards to monitor performance trends, identify gaps, and take immediate ...
Customer Service Technical Associate - Tier 1
Indianapolis, IN · Hybrid
$34K - $57K/yr
Maintain or exceed quality performance metrics, including call monitoring scores * Communicate and explain information and data to customers and other team members * Utilize critical thinking * Test ...
Customer Service Technical Associate - Tier 1
Indianapolis, IN · Hybrid
$34K - $57K/yr
Maintain or exceed quality performance metrics, including call monitoring scores * Communicate and explain information and data to customers and other team members * Utilize critical thinking * Test ...
Customer Service Technical Associate - Tier 1
Indianapolis, IN · Hybrid
$34K - $57K/yr
Maintain or exceed quality performance metrics, including call monitoring scores * Communicate and explain information and data to customers and other team members * Utilize critical thinking * Test ...
Customer Service Technical Associate - Tier 1
Indianapolis, IN · Hybrid
$34K - $57K/yr
Maintain or exceed quality performance metrics, including call monitoring scores * Communicate and explain information and data to customers and other team members * Utilize critical thinking * Test ...
Quality Call Monitoring information
What are the key skills and qualifications needed to thrive in the Quality Call Monitoring position, and why are they important?
To excel in Quality Call Monitoring, you need a solid understanding of customer service principles, strong analytical abilities, and experience with quality assurance methodologies. Familiarity with call recording software, customer relationship management (CRM) systems, and quality monitoring tools is typically required. Exceptional attention to detail, active listening, and effective communication skills are vital for providing precise feedback and fostering improvements. These competencies are essential to ensure high standards of customer interactions and to support continual service excellence within the organization.
What is a Quality Call Monitoring job?
A Quality Call Monitoring job involves evaluating customer service calls to ensure they meet company standards and compliance requirements. Analysts listen to recorded or live calls, assess agent performance, and provide feedback for improvement. They focus on factors like communication skills, adherence to scripts, resolution effectiveness, and customer satisfaction. The goal is to enhance service quality, improve training, and ensure a consistent customer experience.
What are the common day-to-day responsibilities of someone in a Quality Call Monitoring role?
As a Quality Call Monitor, your typical day involves reviewing and evaluating recorded calls to ensure compliance with company policies and quality standards. You’ll document your observations, provide constructive feedback to customer service representatives, and work closely with team leaders to highlight areas for improvement. Occasionally, you'll participate in calibration sessions to ensure consistency in assessments and may assist in developing training materials based on identified trends. This role often involves collaborating across departments to promote a culture of continuous enhancement in customer experience.
What are popular job titles related to Quality Call Monitoring jobs in Indiana? For Quality Call Monitoring jobs in Indiana, the most frequently searched job titles are:
What job categories do people searching Quality Call Monitoring jobs in Indiana look for? The top searched job categories for Quality Call Monitoring jobs in Indiana are:
Full-time
Medical, Dental, Vision, Life, Retirement, PTO
Posted 13 days ago
AECOM rating
8.2
Based on 63 frontline employees who took The Breakroom Quiz
13th of 80 rated construction
Job description
Company Description
Work with Us. Change the World.
At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world's most complex challenges and build legacies for future generations.
There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.
We're one global team driven by our common purpose to deliver a better world. Join us.
Job Description
AECOM is actively seeking a productive, flexible, and highly talented Traffic Management Center Operator for immediate employment in Indianapolis, IN. - NOT A REMOTE OPPORTUNITY.
This is full-time position. The applicant can establish a career in operations and customer service, specific to a fast paced, technology driven work environment.
The TMC Operator assists INDOT operations. The operator disseminates information verbally and electronically regarding active incidents, such as stranded motorist, crashes, etc., to INDOT's Hoosier Helper Freeway Service Patrol. Work within a Traffic Management Center also includes, but not limited to,
Qualifications
Minimum Requirements:
Preferred Qualifications:
Additional Information
At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.
About AECOM
AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.
AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients' complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle - from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.
What makes AECOM a great place to work
You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you'll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you've always envisioned. Here, you'll find a welcoming workplace built on respect, collaboration and community-where you have the freedom to grow in a world of opportunity.
As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.
Work with Us. Change the World.
At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world's most complex challenges and build legacies for future generations.
There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.
We're one global team driven by our common purpose to deliver a better world. Join us.
Job Description
AECOM is actively seeking a productive, flexible, and highly talented Traffic Management Center Operator for immediate employment in Indianapolis, IN. - NOT A REMOTE OPPORTUNITY.
This is full-time position. The applicant can establish a career in operations and customer service, specific to a fast paced, technology driven work environment.
The TMC Operator assists INDOT operations. The operator disseminates information verbally and electronically regarding active incidents, such as stranded motorist, crashes, etc., to INDOT's Hoosier Helper Freeway Service Patrol. Work within a Traffic Management Center also includes, but not limited to,
- Monitoring CCTV traffic cameras, radio communications with INDOT personnel and other emergency responding agencies using 10 codes, incident identification and response call-out, customer service representative, and implementing required traffic control and other associated warning devices to advise the public of incidents and events impacting traffic flow.
- Operators are responsible for the quality, accuracy and timeliness of all information disseminated.
- Operators maintain contact with Indiana State Police (ISP) Dispatch and other emergency responders, communicate and coordinate incident and road blocking information with INDOT maintenance and district staff as needed, provides other appropriate response agencies of scene details, provides information to motorists by displaying traveler information messages on Dynamic Message Boards (DMS), and provides overall information to verify and update information regarding ongoing incidents, associated backup/traffic delays and estimated clearance times.
- Operators assist the general public by correctly inputting data into INDOT's Global Events Manager (GEM) and CARS database for incidents, construction, and maintenance activities impacting traffic flow to generate events in web applications.
- Review all events, signs, and traveler information for accuracy.
- Operators assess large volumes of data (both static and real-time) from a wide variety of sources to detect possible roadway incidents.
- They monitor road sensor data and confirm the data using CCTV video.
- Effective communication is an important part of this process as operators maintain telephone and/or radio communications with incident responders, DOT field personnel and other public and private agencies.
- Once assessment is complete, operators determine the facts and severity of traffic incidents and prepares the information for dissemination to the motoring public.
Qualifications
Minimum Requirements:
- High school diploma or GED equivalent is required.
- Must pass a State and Federal criminal history/security background check.
- Must pass a pre-employment drug screen.
- Ability and Flexibility to work a variety of shifts.
- Constantly operate a computer and other monitoring equipment.
- Must be able to remain in a stationary position for long periods of time monitoring Intelligent Transportation Systems such CCTV camera displays, meters, law enforcement radio broadcasts, answering/responding to calls and communicating to other staff or partner agencies.
Preferred Qualifications:
- Previous experience as a transportation Traffic Management Center Operator/Dispatcher a plus, but not a requirement
- Ability to synthesize information from multiple inputs, including automated road sensor data, 2-way radios, CCTV traffic cameras, and computer databases.
- Knowledge of personal computers and software.
- Knowledge of or ability to learn Indiana roadways.
- Ability to work calmly and accurately under intense pressure
- Able to multitask under intense pressure
- Able to communicate across various levels of management
Additional Information
- Sponsorship opportunities for US Employment Authorization is not available for this position.
- Relocation Benefits are not available for this position.
At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.
About AECOM
AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.
AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients' complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle - from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com.
What makes AECOM a great place to work
You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you'll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you've always envisioned. Here, you'll find a welcoming workplace built on respect, collaboration and community-where you have the freedom to grow in a world of opportunity.
As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.