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Quality Call Monitoring Jobs in Indiana (NOW HIRING)

SCA Health

Senior Patient Call Representative

Muncie, IN

$18.25 - $24.75/hr

Clinical quality * Integrity * Service excellence * Teamwork * Accountability * Continuous ... Monitor and follow the physician on-call schedule and communicate accordingly with the answering ...

SCA Health

Senior Patient Call Representative

Muncie, IN · On-site

$18.25 - $24.75/hr

Clinical quality * Integrity * Service excellence * Teamwork * Accountability * Continuous ... Monitor and follow the physician on-call schedule and communicate accordingly with the answering ...

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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
Quality Technologist- Bluffton, IN

Quality Technologist- Bluffton, IN

The Hershey Company

Bluffton, IN • On-site

$16.25 - $22/hr

Other

Medical, Dental, Vision, Retirement, PTO

Posted 10 days ago

The Hershey Company rating

7.4

Company rating: 7.4 out of 10

Based on 109 frontline employees who took The Breakroom Quiz

145th of 388 rated food and drinks producers

Job description

Job Location: Bluffton, IN
We are mixing up something new in Bluffton, IN. This is an exciting time to join our team. We hold ourselves to the highest of quality standards. Each bag of Dot's Pretzels tastes as if they were made straight from the home kitchen of Dot herself. Our foundation is built on relationships. We are family. We believe in our employees and lead by example. The Dot's Pretzels brand has seen an enormous amount of growth, so we are looking for employees to become a part of our team in the Bluffton, IN location.
Total Rewards:
  • Health Insurance (Medical, Dental, & Vision) starting day 30
  • 401(k) Retirement Plan
  • $1000 referral bonus
  • Paid Time off

Work Hours: Night Shift (7PM- 7AM on 2-2-3 work schedule)
Candidate Process:
Please note- communication will be through phone, email, and text. Ensure you have access to a valid email address
  • Qualified applicants will receive a phone call to schedule an onsite interview
  • Post Offer background check, drug screen, and physical assessment required

Job Summary:
Responsible for supporting the hourly Quality Control Personnel and providing feedback to operations regarding compliance levels for products. Excellent attendance record is a requirement.
Essential Duties and Responsibilities:
  • Ability to Perform Following Tests:
  • Oven exit moisture
  • Finishing moisture
  • Salt contents
  • Color
  • pH
  • Count per pound
  • Breakage
  • Length Bag and label checks
  • Case count checks
  • Bag weight checks
  • Complete understanding and knowledge of how to perform Metal detection checks and what actions to take if there is a deviation.
  • Complete understanding and knowledge of how to perform CQP checks and what actions to take if there is a deviation.
  • Perform CCP and CQP verifications of the QC and Extruder Operators performing the checks.
  • Monitor records are completed correctly, and all information is entered into SafetyChain as applicable.
  • Complete understanding of the Non-Conformance Program and how to place finished goods on hold in the SAP, perform the inspection processing and process to DMR.
  • Understanding of Rework/WIP process and able to follow up with operations regarding reworking of holds or WIP and ensuring documented properly according to actions taken.
  • Able to initiate CARs and collect and document information when deviations for Quality issues occur in SAP.
  • Ability to complete Foreign Object Reports and collect foreign material and information and document on the Foreign Object Report
  • Enter test results into computer as required.
  • Verification of Calibrations being performed.
  • Perform Pre-Operational Inspections between allergen changeovers and before starting production after a shutdown.
  • Perform Post Cleaning ATP, Allersnap, and AllerFlow Swabbing of Lines as Applicable
  • Ability to complete required pre-Operational and swabbing worksheets to document actions and work taken. Ability to document corrective actions taken if needed.
  • Communicate with Production Supervisors regarding compliance of product- notify if product is not running to specification and when adjustments need to be taken or advise if product should be thrown away.
  • Communicate between Production and Quality Control Operators on when changeovers are taking place.

Qualifications:
  • High School Diploma
  • Proficient in reading, writing and speaking English
  • Sample Preparation, Sample Analysis per Test protocols
  • HACCP and PCQI experience
  • Proficient Computer skills- Microsoft Office (Word, Excel, Power Point, etc.), Microsoft Outlook, Access Databases, etc.
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret data and/or graphs.

Preferred Skills:
  • Associate degree
  • Knowledge of FDA regulations and SQF Code
  • Excellent organizational skills

Physical Demands and Work Environment:
  • Stand, walk, talk, hear, reach with hands/arms and use hands to finger, handle or feel over 2/3 of scheduled shift.

The above statements are intended to describe the general nature and level of work being performed by team members assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, qualifications or working conditions.
The Hershey Company is an Equal Opportunity Employer. The policy of The Hershey Company is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's race, color, gender, age, national origin, religion, citizenship status, marital status, sexual orientation, gender identity, transgender status, physical or mental disability, protected veteran status, genetic information, pregnancy, or any other categories protected by applicable federal, state or local laws.
The Hershey Company is an Equal Opportunity Employer - Minority/Female/Disabled/Protected Veterans
If you require a reasonable accommodation as part of the application process, please contact the HR Service Center (askhr@hersheys.com).

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