Telephone Survey and Support Operations (TSSO) has created a new intermittent position and is looking for qualified candidates. If you are a NORC interviewer or clerk with solid data collection knowledge, strong communication skills, and have excelled in your current position, please keep reading.
The Quality Assurance Associate position consists of two separate tasks: Monitors and Peer Helpers . You will be trained to perform one or the other task but not both:
Monitors will review interviewer recordings for quality assurance and complete monitoring forms according to department guidelines.
Review recordings and other records of interviewers and clerks work for quality assurance.
Determine if correct protocols were used in capturing respondent data. Complete monitoring session forms in accordance with department guidelines.
Provide comments that will enable a coaching supervisor to follow up with interviewers or clerks who need help. Monitors will not provide feedback.
Participate in periodic training exercises designed to enhance project and data collection knowledge and to ensure consistency among the entire monitoring team.
Escalate data integrity and other serious issues to TSSO management staff.
Peer Helpers will spend half their time interviewing and half their time assisting other interviewers/clerks with issues that arise throughout the shift.
Assist Supervisors with getting Interviewers/Clerks seated, ensuring staff is on the correct project, consolidating floors and moving Interviewers/Clerks to adjust for business needs.
Assist interviewers/clerks with minor technical/equipment problems that stop them from working.
Answer interviewer/clerk questions regarding survey protocol, basic data collection standards, and computer functionality.
Speak with respondents who have additional questions as needed.
Assist in recruitment and training of new interviewers and clerks as required.
Perform other duties, including interviewing or clerical work, as the business needs require.
High school diploma or equivalent
Strong knowledge of survey research data collection and survey systems. Exhibit good team work, time management and communication skills. Contribute to a positive work environment.
Previous work experience at NORC as an interviewer or clerk. Excellent performance ratings for production, attendance and other responsibilities.
Monitors must have strong written communication skills and detail orientation. Consistently remain friendly and professional in a high operational tempo environment.
Peer Helpers must have strong interpersonal communication skills with an emphasis on customer service. Consistently remain friendly and professionally in a high operational tempo environment.
Able to use Microsoft Word and Excel at a basic level. Have the ability to learn and operate all production systems.
To see all of the benefits NORC offers for this position, including retirement savings and a limited health plan, click here .