Quality Monitoring Representative
About The Position
The Quality Monitoring Representative completes employee Quality Monitoring reports and conducts sessions with new hires and existing employees to review call results and provide coaching. Coaching focuses on expected customer service techniques, CCS policies and practices, technical systems, and applicable state and federal regulations and laws. The representative must understand and stay current on client expectations, CCS call center best practices, policies, procedures, and industry techniques. The role supports the development of CCS Associates and monitors and coaches Customer Service Associates as assigned. It also includes preparing for and participating in calibration sessions, reporting on associate progress, and working with managers and coaching staff on script enhancements, training suggestions, procedures, and compliance. The representative communicates and collaborates across teams, completes accurate monitoring and progress documentation, and may occasionally handle customer service calls or travel to other offices. Other tasks may be assigned.
Requirements
- High school diploma or equivalent.
- Strong listening, speaking, reading, writing, analysis, independent thinking, organization, prioritization, coaching, and planning skills.
- Moderate typing skills (35 wpm).
- Basic PC skills.
- Basic math and written communication skills.
- Ability to maintain a predictable and consistent full-time work schedule.
Nice To Haves
- Prior call center or collection industry experience.
- Familiarity with Access, Word, PowerPoint, and Excel.
- Bilingual or multilingual language skills.
- Prior training or coaching experience.
Responsibilities
- Complete employee Quality Monitoring reports and conduct sessions to review call results and coach new hires and existing employees.
- Consistently support the development of CCS Associates to help them achieve goals.
- Monitor and coach Customer Service Associates as assigned.
- Prepare for and participate in scheduled calibration sessions.
- Provide feedback to supervisors, managers, directors, and executives on associate progress.
- Under managers’ direction, participate in developing script enhancements and training suggestions, and follow through on new procedures constructively.
- Maintain professionalism, friendliness, respect, and customer service in interactions with clients, visitors, and associates.
- Provide thorough and accurate coaching and monitoring information and report associate progress accurately.
- Complete Quality Monitoring Forms according to requirements and job aids for designated business divisions.
- Work with coaching staff to support compliance with laws, regulations, and departmental procedures.
- Communicate effectively through email, written documents, phone, and in-person interactions; understand and act on written and verbal directions.
- Read and interpret reporting results, documentation, charts, data, and account information.
- Promote effective working relationships within the department and cross-functionally with other departments.
- Occasionally make calls to gain work-related experience relevant to coaching, or when there are no individuals to coach or quality-monitoring administrative tasks to complete.
- Regularly dial and act as a Customer Service Agent based on departmental need or as directed.
- Travel to other offices occasionally, as required.
- Perform other tasks as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
