Call Quality Specialist

Concora Credit Inc.•Akron, OH

2d•Remote

About The Position

As a Call Quality Specialist, you’ll help drive Concora Credit’s Mission to enable customers to Do More with Credit – every single day. The impact you’ll have at Concora Credit: Our Call Quality Specialist provides a top-tier customer experience. We are responsible for supporting our customers by monitoring and auditing agents’ customer interactions and workflow processes. We provide in-depth training that may last up to 5 weeks before transitioning you to working with more senior peers. We want to ensure your success, so our training is 100% mandatory. We are unable to accommodate any tardiness or time off during our new hire training. Scheduled workdays are typically 8 hours a day, with schedules of Monday – Friday, 8 am – 5 pm. We hire people, not positions. That's because, at Concora Credit, we put people first, including our customers, partners, and Team Members. Concora Credit is guided by a single purpose: to help non-prime customers do more with credit. Today, we have helped millions of customers access credit. Our industry leadership, resilience, and willingness to adapt ensure we can help our partners responsibly say yes to millions more. As a company grounded in entrepreneurship, we're looking to expand our team and are looking for people who foster innovation, strive to make an impact, and want to Do More! We’re an established company with over 20 years of experience, but now we’re taking things to the next level. We're seeking someone who wants to impact the business and play a pivotal role in leading the charge for change.

Requirements

High School diploma or GED.
Working knowledge within Windows Operating Systems or equivalent.
Thrive in a fast-paced, high-volume environment.
Be proficient with technology and using multiple systems.
Possess a high level of understanding, patience, and empathy. Ability to navigate more difficult conversations/interactions with professionalism.
Commitment to continuous growth and learning.
Ensure privacy and security practices are always followed.
Have appropriate remote work set-up, such as a quiet space, stable internet connection, and a backup location in case of issues with the primary location. While the position is primarily remote, you may be asked to come onsite for additional training or other business needs.

Responsibilities

Monitor and evaluate agent/customer interactions to Concora Credit's expectations and regulations.
Provide coaching feedback to all agents.
Partner with operations to provide small group/individual coaching sessions.
Partner with outside agencies and internal departments for ongoing calibration of expectations and scoring.
Analyze data for trends or areas of business risk and customer experience.
Assist with the development of action plans to improve service to customers and reduce risks to the business.
Ensure strict compliance with FDCPA/SDCPA and appropriate guidelines.
Assist the management team in implementing new policies and/or procedures.
Identify and flag policies and procedures for updates and/or corrections.
May be asked to work nights and weekends due to business needs.
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products
Hold a high bar for support when owning customer interactions
Collaborate with members of other teams to root out answers and be a resource to Teammates
Meet department goals and standards
Other duties as assigned

Benefits

Medical, Dental, and Vision insurance for you and your family
Relax and recharge with Paid Time Off (PTO)
6 company-observed paid holidays, plus 3 paid floating holidays
401k (after 90 days) plus employer match up to 4%
Pet Insurance for your furry family members
Early access to earned wages with Payactiv
Wellness perks including onsite fitness equipment at both locations, EAP, and access to the Headspace App
We invest in your future through Tuition Reimbursement
Save on taxes with Flexible Spending Accounts
Peace of mind with Life and AD&D Insurance
Protect yourself with company paid Long-Term Disability and voluntary Short-Term Disability