Contact Center Quality Service Administrator

Job overview

The Contact Center Quality Service Administrator role is onsite in Rochester, NY, and pays $20–$22 per hour. The position supports Goodwill of the Finger Lakes’ Contact Center, which operates hotlines and information, referral, and customer-service contracts. The administrator monitors service quality, analyzes performance and trends, and provides constructive feedback to support continuous improvement. The role also assists with contract reporting, staff training, community outreach, and contact-center coverage as needed.

What you'll do

• Review inbound and/or outbound calls against established quality metrics using the Call Scorecard System
• document quality issues and performance measures
• analyze results and recurring trends and report findings to management
• provide employee feedback
• participate in and facilitate calibrations
• complete quality projects related to regulatory compliance as needed
• assist with supervision of contact-center activity and coverage as needed.

What we're looking for

Skills & competencies

contact center quality

quality assurance

call monitoring

call scorecard system

contract reporting

staff training

community outreach

customer service

rochester ny

goodwill of the finger lakes

$20–$22/hr

Work arrangement

• Weekend coverage required

Why this role

Requires an associate degree or an equivalent combination of education and two to three years of call-center experience. Microsoft Office knowledge is required; Microsoft Access is a plus.

About the employer

Goodwill of the Finger Lakes is hiring for this role. Industry: Other Individual and Family Services. Sector: 62.