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QA/QC Specialist

Covance 7/12/2018 5:18:29 PM
JOB ID: 22050 Category: Administration Clerical
Gaithersburg, Maryland



Job Overview

Covance is hiring Call Quality Specialists for our Gaithersburg, MD location.

The Quality Specialist is responsible for evaluating customer interactions at CMA InTeleCenter locations. This includes, but is not limited to, scoring calls as part of the call quality program; generating quality reports, escalating issues related to CQM & data quality, reporting on quality trends, ensuring procedures for CMA programs are followed; audit support, and other administrative tasks as required. The Quality Specialist reports to Quality management.

* Scores customer interactions as part of the ITC call quality monitoring program.
* Ensures adherence to data entry integrity and quality standards across all ITC programs.
* Assists with data cleaning and reporting
* Escalates quality issues to Quality Management, as needed.
* Assists with the administration of process documentation, standard operating procedures/program specific procedures, validation documents and training materials.
* Provides Audit support
* Participates in CMA quality initiatives, as needed.
* Other duties as assigned


A Bachelor's degree is strongly preferred or evidence of continual work toward a degree strongly preferred. Candidates without a degree should have a High school diploma and 4 or more years' Experience providing business support in development projects, particularly in a call center environment.


The Quality Specialist is an entry level position, where up to 2 years Experience is preferred, but not required.

Position Type: Full-Time

Location: Gaithersburg, MD - Maryland


Covance Recruiting Process

Below is a general Overview of Our Recruiting Process

If you’d like to work for us, please submit your resume/CV online. If your ability to use or access our electronic application is limited due to a disability, please visit or call 1-800-978-4473 for help.

We consider applications from everyone who is interested in a position with us and who meets the required criteria and qualifications.

If your application is selected, someone from our recruiting team will contact you to arrange an initial screen. We may carry this out over the phone or at a face-to-face meeting. You must complete the screen to be considered for the position.

Based on the results of the initial screen, we may invite you to an interview. One of our recruiting team members will contact you to arrange this. The process may involve several interviews, initially over the phone, and then face-to-face with different members of the hiring team.

Our interviews follow a behavioral-based format. This means we’ll ask you to give us information that’s specific to your professional and educational experiences.

Hiring team members will share and discuss their input and then make their decision.

If you’re the person who best meets the requirements of the position, a member of the hiring team will get in touch to make you an offer of employment. Covance is an eVerify employer (United States only).