ICF is looking to solve the problem of ensuring high-quality survey research and customer service by monitoring and coaching interviewers, and providing feedback on performance measures such as reading verbatim, respondent rapport, and professional phone manner.
Requirements
- Must be fluent in Spanish and able to read and record answers in Spanish
- 6 months + Survey Research/ Customer Service Experience
- High school diploma or equivalent required
Responsibilities
- Complete a minimum of 12 monitoring sessions
- Coach a minimum of 12 monitoring sessions
- Ensure all previously completed monitoring sessions are coached within 3 days
- Ensure all information is updated in the QA database with completed work and file completed forms thus far
- Monitor interviewers for all projects, or to the required SLA for each project
- Identify project monitoring goals for the day based on project complete percentages on previous day / weekly results
- Provide quality monitoring for the entire outbound survey research staff
Other
- High school diploma or equivalent required
- 6 months + Survey Research/ Customer Service Experience
- Must be fluent in Spanish and able to read and record answers in Spanish
- Ability to work in a collaborative yet consistent manner
- Ability to be completely engaged with agents during monitoring and coaching sessions
