Call Center Quality and Process Improvement Intern

Overview: Responsibilities:

Key Responsibilities

• Review existing call center policies, procedures, work instructions, reference materials, and supporting documentation.
• Evaluate whether current documentation is accurate, complete, consistent, easy to understand, and aligned with actual call center operations.
• Identify outdated, duplicated, conflicting, or missing policies and procedures.
• Compare written procedures with current operational practices to identify process gaps.
• Recommend improvements to policies, procedures, workflows, templates, and documentation standards.
• Assist with reorganizing and standardizing call center documentation so information is easier for employees to locate and follow.
• Review current quality-control practices, evaluation criteria, scorecards, reporting methods, and feedback processes.
• Analyze quality-control findings to identify recurring errors, process weaknesses, training needs, and operational trends.
• Recommend improvements to quality-control standards, review methods, scoring criteria, reporting, and follow-up activities.
• Assist with developing or updating quality-assurance checklists, audit tools, evaluation forms, and performance-reporting templates.
• Review a sample of calls, tickets, records, or other work products to evaluate compliance with established procedures and quality expectations.
• Organize findings and present recommendations to call center leadership.
• Help prioritize recommendations based on operational impact, urgency, feasibility, and available resources.
• Support the development of corrective actions, process improvements, and employee training materials.
• Assist with measuring the effectiveness of implemented improvements.
• Maintain accurate records of reviews, findings, recommendations, and completed work.
• Handle customer, employee, and company information appropriately and maintain confidentiality.
• Participate in meetings with call center leadership and team members to understand current processes and operational challenges.
• Perform other related duties as assigned.

 

Potential Internship Projects

• Conduct an inventory and gap analysis of current call center policies and procedures.
• Develop a standardized format for policies, procedures, and work instructions.
• Recommend a structure for organizing call center documentation and knowledge resources.
• Evaluate the current quality-control scorecard and recommend improvements.
• Analyze recurring quality errors and identify possible root causes.
• Develop a quality-control tracking and reporting tool.
• Create recommendations for improving coaching, feedback, and follow-up processes.
• Assist with updating training materials based on quality-control findings.
• Develop a process for regularly reviewing and maintaining call center documentation.

What Success Looks Like

A successful Call Center Quality and Process Improvement Intern will provide clear, well-supported recommendations that help improve the accuracy, consistency, usability, and effectiveness of call center policies, procedures, and quality-control practices. The intern will demonstrate strong attention to detail, sound judgment, professional communication, and the ability to turn observations and data into practical improvement opportunities.

Qualifications:

Required Qualifications

• Currently pursuing or recently completed a degree or certificate program in business administration, operations management, quality management, communications, data analytics, information systems, organizational development, or a related field.
• Strong written communication, research, and analytical skills.
• Excellent attention to detail and organizational ability.
• Ability to review detailed information and identify inconsistencies, gaps, and improvement opportunities.
• Ability to organize findings and communicate recommendations clearly.
• Basic proficiency with Microsoft Word, Excel, PowerPoint, Teams, and other web-based collaboration tools.
• Ability to work independently and meet established deadlines.
• Ability to participate in virtual meetings during agreed-upon business hours.
• Ability to maintain confidentiality when reviewing customer, employee, and operational information.
• Ability to report to the office occasionally when required.

 

Preferred Qualifications

• Coursework or experience related to quality assurance, process improvement, auditing, business analysis, project management, or technical writing.
• Experience reviewing or creating policies, procedures, training materials, or process documentation.
• Familiarity with call center, customer service, help desk, or service-management operations.
• Experience working with spreadsheets, data summaries, charts, or performance reports.
• Familiarity with continuous-improvement concepts, root-cause analysis, or Quality Management Systems.
• Experience with Microsoft SharePoint, Confluence, Jira, or similar documentation and workflow platforms.

Abilities

• Exposure to computer screens for an extended period of time.
• Sitting for extended periods of time
• Reach by extending hands or arms in any direction
• Have finger dexterity in order to manipulate objects with fingers rather than whole hands or arms, for example, using a keyboard
• Listen to and understand information and ideas presented through spoken words and sentences
• Communicate information and ideas in speaking so others will understand
• Read and understand information and ideas presented in writing
• Apply general rules to specific problems to produce answers that make sense
• Identify and understand the speech of another person
• Ability to reliably travel to and from assigned offices, project locations, etc. is required

Pay Range: USD $18.00 - USD $25.00 /Hr.