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Quality Call Monitoring Jobs in Indiana (NOW HIRING)

Novartis

QC Chemist

Indianapolis, IN

$97K - $146K/yr

Provide oversight and monitoring of quality control KPIs and programs. * Perform QC related ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

QA Compliance Specialist

Indianapolis, IN · On-site

$89K - $166K/yr

Lead Quality Management Review activities, including KPI monitoring, reporting, and continuous ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

QA Compliance Specialist

Indianapolis, IN

$89K - $166K/yr

Lead Quality Management Review activities, including KPI monitoring, reporting, and continuous ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

Supervisor, QC Chemistry

Indianapolis, IN

$88K - $132K/yr

... monitoring, sterility * Maintain the laboratory and laboratory procedures/processes in a constant ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

QA Operations Specialist

Indianapolis, IN

$88K - $132K/yr

... monitoring & cleanliness zones EEO Statement: The Novartis Group of Companies are Equal Opportunity ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Novartis

QA Operations Specialist

Indianapolis, IN

$88K - $132K/yr

... monitoring & cleanliness zones The pay range for this position at commencement of employment is ... call +1(877)395-2339 and let us know the nature of your request and your contact information.

Hersheys

Quality Technologist- Bluffton, IN

Bluffton, IN · On-site

$16.25 - $22/hr

Qualified applicants will receive a phone call to schedule an onsite interview * Post Offer ... Monitor records are completed correctly, and all information is entered into SafetyChain as ...

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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:
Quality Call Monitoring jobs near you
Customer Service Technical Associate - Tier 1

Customer Service Technical Associate - Tier 1

Wolters Kluwer

Indianapolis, IN • Hybrid

$34K - $57K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 6 days ago

Wolters Kluwer rating

8.7

Company rating: 8.7 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

34th of 192 rated software companies

Job description

LOCATION: Hybrid - 8 days a month in the office: Indianapolis IN or Hagerstown MD

OVERVIEW

You will enhance the customer experience by addressing technical issues and by providing support. Your role will involve a mix of operational and administrative tasks by ensuring customers receive prompt and accurate solutions to their concerns. You will report to the Manager, Customer Service Operations.

The shift will be 12:00pm - 9:00pm ET. Training for the first eight weeks will be 8:00am - 5:00pm ET.

RESPONSIBILITIES

  • Receive, evaluate, and answer customer problems and issues in a timely manner following established customer service procedures via phone and email
  • 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 software to identify bugs and potential fixes
  • Assume remote control over customers' computers to resolve problems
  • Escalate more complex issues for resolution
  • Helps with post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
  • This position does not involve programming or systems administration

QUALIFICATIONS

Education: 2+ years' experience in a B2B technical service role or equivalent education

Experience:

  • Knowledge of the technical customer service processes
  • Excellent verbal and written communication skills
  • Troubleshooting and solving technical issues (connectivity, hardware, and software)
  • Working with professionals via phone and email
  • Building rapport with co-workers and customers
  • Gathering and analyzing customer data and user requirements.
  • Integrating information from multiple sources quickly and accurately.
  • Demonstrated ability to prioritize and manage multiple projects.
  • Working in a fast paced, dynamic, and changing environment.
  • Experience documenting information in a CRM system.
  • Experience using an order fulfillment system.
  • Experience with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook

TRAVEL: < 5% for occasional team meetings

#LI-Hybrid

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we're getting to know you-not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Compensation:

$34,300.00 - $57,400.00 USD

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.

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