Call Monitoring Specialist

Mandarich Law Group, LLP•Lake Mary, FL

5d•Onsite

About The Position

Mandarich Law Group is seeking a Call Monitoring Specialist for their downtown Chicago office. This is a full-time, non-exempt, in-office position with hours from Monday through Friday, 8:00 AM to 5:00 PM. The role involves performing call quality audits and providing feedback to support business lines. Responsibilities include conducting call audit reviews using the firm's internal scoring system, reviewing agent documentation for accuracy and omissions, ensuring adherence to internal policies and procedures, completing audits in a timely manner, and maintaining necessary documentation and organized files.

Requirements

Strong attention to detail, listening skills, and organizational skills
Must have familiarity with Excel and Word
Excellent English skills

Nice To Haves

Minimum of one to two years of experience in a call monitoring position preferred
Collections and, if possible, law firm industry experience preferred
Spanish Bilingual preferred
Associate’s Degree Preferred

Responsibilities

Perform call audit reviews utilizing the firm’s internal scoring system
Perform review of agent documentation within the system of record to validate accuracy, omission of relevant information, etc.
Ensure samples reviewed adhere to internal policies and procedures
Ensure call quality audits are completed in a timely manner, in accordance with established policies and procedures
Maintain documents necessary to perform call quality audits including itemized checklists, trackers, etc.
Maintain organized files for audit purposes
Perform other related duties as required and assigned