Quality Control Monitor / Telephone Survey Interview Monitor

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🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

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Vistra

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

Consulting • Marketing

Vistra is an integrated marketing, communications, and consulting agency that provides a range of services including public relations, communications and marketing plans, advertising, brand management, and crisis communications. Recognized as one of the top communications firms in the U. S. , Vistra serves corporate, government, and nonprofit clients, with a team of experts in strategic communications, graphic design, and media relations. The company is also known for its outstanding status as a Veteran-owned and minority-owned small business.

📋 Description

• Monitor live CATI interviews for compliance with approved scripts, survey protocols, quality standards, privacy requirements, crisis escalation procedures, and data collection protocols • Review authorized recorded interviews, CATI system usage, disposition codes, callback scheduling, respondent tracking, and documentation • Evaluate interviewer performance using project-specific quality monitoring forms and scorecards • Document monitoring findings and maintain quality assurance records, metrics, logs, coaching activities, and corrective action plans • Identify trends affecting data quality, response rates, retention rates, and interviewer performance • Provide real-time and post-monitoring feedback and coach interviewers on rapport-building, respondent engagement, refusal avoidance, and interviewing techniques • Conduct refresher training, support onboarding and certification, and develop individualized coaching plans • Evaluate Veteran interactions for dignity, respect, sensitivity, professionalism, informed consent, and voluntary participation • Monitor participant distress and verify adherence to Veterans Crisis Line (988, Press 1) escalation procedures • Ensure documentation and timely notification of participant safety concerns and crisis events • Review crisis incidents, support post-incident reviews and corrective actions, and notify leadership of serious protocol deviations • Ensure compliance with HIPAA, Human Subjects Protection, VA privacy, information security, and CATI system requirements • Protect PII and PHI and maintain secure quality monitoring records • Participate in audits and quality reviews • Prepare quality monitoring reports, summaries, and recommendations for project leadership, CATI study manager, and Clinical Director

🎯 Requirements

• High school diploma or equivalent required • Minimum two years of CATI survey or call center quality assurance, interviewer supervision, healthcare quality monitoring, or customer experience quality monitoring experience • Experience conducting or monitoring telephone interviews involving sensitive or personal topics • Experience using structured quality review forms and performance evaluation systems • Experience providing coaching and performance feedback • Strong knowledge of CATI interviewing procedures and survey research methods • Excellent listening and evaluation skills • Ability to identify interviewer strengths and performance gaps • Strong written and verbal communication skills • Ability to provide constructive coaching and corrective feedback • Strong attention to detail • Ability to identify potential respondent safety concerns • Ability to manage confidential information appropriately • Proficiency with CATI platforms such as Voxco, Forsta, Blaise, Qualtrics, or similar • Proficiency with Microsoft Office applications • Located in the greater Tampa Bay Florida area • Private, quiet, dedicated, distraction-free workspace for confidential monitoring activities • Reliable high-speed internet supporting CATI systems, voice communications, quality monitoring software, and video conferencing • Internet available throughout scheduled shifts; candidate responsible for internet service costs • Contingency plan for temporary internet disruptions • U.S. citizenship required; citizenship confirmed via I-9/E-Verify

🏖️ Benefits

• Medical, dental, and vision benefits • Life and disability insurance • Employer matching 401(k) retirement plan • Paid Time Off • Parental Leave • Bereavement Leave • Professional Development • Remote/work-from-home arrangement • Split shifts may be available • More hours may be available from time to time