MS Call Center Quality Auditor

Proctor Financial, Inc.•Daytona Beach, FL

About The Position

The Call Center Quality Auditor is responsible for assessing the quality of the performance of our call center agents who handle the inbound calls. The Quality Auditor (QA) will monitor inbound and outbound calls to assess the associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. In addition, QA are responsible for making recommendations for enhancements to training materials as needed to enhance the overall customer experience. QA may be assigned one of the following lines of business regarding associates and assessments: Insurance Tracking Loss Drafts Mortgage Servicing

Requirements

High school diploma/GED required
2 – 3 years Call Center experience
Proficient with MS Office Suite
Exceptional telephone demeanor
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Ability to maintain a high level of confidentiality
1 – 3 years’ experience in a similar position
Ability to use discretion, exercise good judgment and resourcefulness.

Nice To Haves

Excellent interpersonal communication skills
Ability to adapt well to change and successfully set and adjust priorities as needed

Responsibilities

Performs call monitoring and coaching evaluations for assigned staff
Provides feedback to call center agents
Participates in design of call monitoring formats and quality standards
Participates in customer and client calibrations
Performs call monitoring and provides trend data to Call Center management team
Uses quality monitoring system to compile and track performance at team and individual level
Excellent organization skills with the ability to work as a team and independently
Ability to multi-task between various software programs
Assist with call volume as needed
Problem solving and problem resolution skills
Handle questions and complaints in compliance with state regulations where applicable
Solid analytical skills
Provide continuous training and back up support to teammates
Adhere to a set schedule.
Other duties as assigned.