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Call Center Quality Assurance Agent in Irving, TX at The Bartech Group

Date Posted: 11/8/2018

Job Snapshot

Job Description

Job #:  193563

Job Description

If you are an experienced Call Center Quality Assurance Agent looking for a position with a leading company, Bartech can help! We are a leading staffing firm and our clients include some over the nation’s biggest companies. Our client has a need for a Call Center Quality Assurance Agent. This is a contract position; however it is not uncommon for assignments to transition into permanent positions with our client companies. If you have the background we are looking for, and you are interested in an opportunity to get your foot in the door with leading company, we want to talk with you!

Call Center Quality Assurance Agent        

Job Responsibilities                                              

Your specific duties as a Call Center Quality Assurance Agent will include:   

  • Conduct call observations using an online observation system, Qfiniti (call recording system) and Nexidia (data mining system) to deliver core customer experience data, analysis and recommendations to the observation team to be communicated outward
  • Complete 100% of assigned observations
  • Success is measured on productivity (completing monitors) and accuracy (were the questions answered correctly)
  • Ability to articulate overall findings and recommendations both verbally and in writing is also an important skill
  • Act as an advocate to identify and improve customer satisfaction

Call Center Quality Assurance Agent

Job Requirements

As a Call Center Quality Assurance Agent you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty. You must also be highly detail-oriented and organized with excellent analytic and problem-solving abilities. It is also important that you display excellent verbal and written communication and interpersonal skills.

  • CSSC/BSC/FSC experience (Tech observers should be familiar with VMS, ticketing systems and call handling)
  • Strong understanding of call center processes
  • Strong listening and written/oral communication skills
  • Attention to detail
  • Strong attendance is key to success and necessary to meet objectives
  • Must have ability to work independently and in team environment
  • Accuracy in monitoring is critical to this position
  • Maintains a desire to improve overall customer experience
  • Bilingual is a plus

Call Center Quality Assurance Agent


As a Call Center Quality Assurance Agent with Bartech, you will be working through an established and respected staffing organization with 40 years of serving as a trusted partner to our client companies. We are dedicated to providing our talent with personal, responsive attention, and will assign an employee care representative to answer any questions or concerns that you might have. Depending upon the client, the assignment and your performance, you can find potential opportunities for direct employment. Your hard work and professional dedication will be rewarded with competitive compensation, including benefits.

Available benefits for Call Center Quality Assurance Agent Position may include (but are not limited to):

  • Exceptional medical, dental, and vision
  • 401(k)

Make the most of your experience!