Call Monitoring Specialist
About The Position
Mandarich Law Group is one of the country's leading creditor's right law firm with offices in CA, IL, NY, MI, OH, GA, and FL. We are currently seeking a Call Monitoring Specialist for our downtown Chicago office. This is a full-time non-exempt, in-office position. Hours are Monday through Friday 8:00AM to 5:00PM. A Typical Day: · The Call Monitoring Specialist is responsible for performing call quality audits. As the Call Monitoring Specialist , you will provide feedback in support of findings, including the appropriate level of detail required to make the information meaningful to the supported lines of business. The Call Monitoring Specialist will: · 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
Requirements
- Minimum of one to two years of experience in a call monitoring position preferred
- Collections and, if possible, law firm industry experience preferred
- Strong attention to detail, listening skills, and organizational skills
- Must have familiarity with Excel and Word
- Excellent English skills
- Spanish Bilingual preferred
- High School Diploma or equivalent required
- 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
Benefits
- Competitive Base Salary
- Medical, Dental, and vision coverage
- 401K plan with company match
- PTO
- Paid Parental Leave
- Company-paid Life Insurance
- Short and Long Term Disability Insurance
- Opportunities for advancement and professional development
- Convenient West Loop location, close to the CTA, Metra, Divvy, and major freeways
- On-site gym
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
11-50 employees
