QA Administrative Assistant

Quality Assurance Assistant

LaSalle Network is hiring a Quality Assurance Assistant to support a high-volume customer contact center. This role is ideal for someone with previous QA experience or experience reviewing calls and providing coaching feedback to agents. You'll evaluate customer interactions, identify opportunities for improvement and help ensure a consistent customer experience across service, retention and sales teams.

• Review and evaluate high volumes of recorded customer calls from start to finish
• Assess customer service, claims, retention and sales interactions against established quality standards
• Ensure agents are following required processes, behaviors and customer experience expectations
• Complete call evaluations and quality scorecards accurately and efficiently
• Document detailed coaching observations and feedback for frontline agents
• Identify trends, recurring issues and opportunities for process improvement
• Enter evaluation results and maintain accurate quality records
• Utilize Verint, Excel and Outlook to support daily responsibilities
• Collaborate with Quality Assurance leadership and offshore teams
• Support ongoing quality improvement and automation initiatives

• Previous call center experience required
• Prior Quality Assurance, call monitoring, call auditing or call evaluation experience strongly preferred
• Experience reviewing customer calls and providing coaching feedback to agents
• Supervisor or management experience is not required
• Background in customer service, claims, retention or sales environments strongly preferred
• Strong verbal and written communication skills
• Ability to deliver constructive, professional and actionable feedback
• Basic Microsoft Excel and Outlook skills
• Strong attention to detail and organizational abilities
• Comfortable learning new systems, including Verint voice analytics software
• Ability to work effectively in a fast-paced, high-volume environment

• Compensation: $17-$20/hour, depending on experience
• Benefits:
  LaSalle Network consultants have the opportunity to enroll in Medical, Dental and Vision insurance
• Location:
  
  Naperville, IL
• Work Model:
  Hybrid (Tuesday-Thursday onsite; remote flexibility Monday and Friday)
• Duration:
  Approximately 6-month contract