DWM Performance & Eligibility Monitor (OCCBS)

City of Atlanta•Atlanta, GA

About The Position

The Performance and Eligibility Monitor assesses the quality of customer contact center performance by reviewing phone and chat interactions for representative disposition, accuracy, customer service, and adherence to policies and procedures. The role supports the creation, development, and implementation of contact center quality processes and procedures and recommends procedural changes and enhancements. The position requires exceptional attention to detail, organization, time management, listening, and communication skills. The Monitor collaborates with the DWM Workforce & Development Manager and Trainer to identify agent performance gaps and issues with DWM policies or procedures. The position reports to the DWM Workforce & Development Manager, who provides guidance on the overall mission, objectives, scheduling, and priorities. The employee is expected to structure their workday to achieve established goals. There is no formal supervisory authority, although the Monitor may occasionally coordinate work in the Manager’s absence.

Requirements

Minimum of 3 years of contact center or customer service experience.
1 year of contact center quality assurance or quality monitoring experience.
Exceptional attention to detail, accuracy, consistency, and completeness.
Exceptional listening, analytical, and critical-thinking skills.
Excellent verbal, written, and interpersonal communication skills.
Strong judgment and decision-making skills, including the ability to objectively interpret and consistently apply established policies, procedures, and evaluation standards.
Outstanding customer service skills and dedication to providing an exceptional customer experience.
Self-starter and self-motivated, with the ability to work independently with minimal supervision.
Ability to maintain sustained focus and concentration while reviewing a high volume of phone and chat interactions for extended periods.
Ability to perform repetitive, detail-intensive reviews while maintaining accuracy and consistency.
Ability to identify discrepancies, performance trends, and non-compliance through detailed review and analysis of customer interactions.
Ability to work across multiple systems, applications, and screens simultaneously while maintaining accuracy and attention to detail.
Strong organization, proactivity, and time-management skills.
Ability to multitask and work successfully in a fast-paced team environment.
Ability to adapt to change, set and adjust priorities, and pivot as needed.
Ability to interact effectively with individuals at all levels of the organization.
Commitment to results and a solutions-oriented approach.
Demonstrated accountability and dependability.
Ability to safeguard sensitive and confidential information.
Proficiency in Microsoft Office Suite, including Outlook, Teams, Excel, PowerPoint, Word, and Access; Visio; and SharePoint.

Nice To Haves

Bachelor’s degree in business, HR, education, psychology, sociology, or a related field.
Experience with speech analytics.
Experience with Workforce Management (WFM) and Quality Management (QM) systems such as Calabrio, Verint, or similar platforms.

Responsibilities

Review and evaluate customer phone and chat interactions daily against established quality standards, scorecards, policies, and procedures.
Complete required quality evaluations in line with weekly and monthly goals.
Accurately score and document evaluations with clear, objective, and supportable findings.
Apply quality standards consistently, accurately, and objectively.
Identify performance trends, recurring errors, knowledge gaps, and areas of non-compliance.
Use quality monitoring systems to document, compile, and track individual and team performance.
Provide quality findings, reports, and actionable feedback to leadership and internal support teams.
Serve as a subject matter resource for established policies, procedures, and quality standards.
Participate in developing and refining quality scorecards and monitoring standards.
Identify customer service and process improvement opportunities through quality monitoring and analysis.
Follow standardized procedures and written instructions to complete assigned tasks.
Apply sound judgment when interpreting and applying established policies, procedures, and quality standards.
Make objective evaluation decisions based on documented standards and available information.
Escalate policy, procedural, or quality concerns to management as appropriate.
Collaborate with the DWM Workforce & Development Manager and Trainer to determine agent performance gaps and DWM policy or procedure issues that need to be addressed.
Occasionally coordinate in the Manager’s absence.
Work outside normal operating hours on occasion, including evenings, weekends, or holidays, and during inclement weather or when the city would otherwise be closed.