Quality Monitoring Specialist I

Foundation Finance Company, LLC • Rothschild, WI

20h • Remote

About The Position

The Quality Monitoring Specialist I is responsible for monitoring and reviewing calls for the company’s call center throughout all operations areas. This role scores calls in accordance with company policies and procedures, identifies areas for training and process improvement, and schedules and participates in call scoring calibration sessions to ensure compliance with applicable procedures.

Requirements

• Associate degree in business, finance, communication, compliance OR 2 years of relevant applicable experience in audit, compliance, or call center management.
• Ability to effectively present information to customers, clients, employees and leadership.
• Ability to interpret and carry out instructions furnished in written, oral, or diagram form.
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, and Internet Explorer).

Responsibilities

• Research, identify, and monitor assigned volume of calls.
• Perform call monitoring and provide trend data to management team.
• Participate in design of call monitoring formats and quality standards.
• Utilize Virtual Observer to compile and track performance at team and individual levels.
• Stay abreast of policies and procedures for applicable department changes.
• Provide feedback to management on current trends and training needs.
• Assist with providing detailed reports to management.
• Contribute to the ongoing development of procedures by identifying and recommending process improvements.
• Assist with updating related SOP’s when process changes are implemented.
• Collaborate with other departments on quality monitoring/scoring as needed.
• Other duties as assigned by management.
• Must be able to come to work promptly and regularly.
• Must be able to take direction and work well with others.
• Must be able to work under the stress of deadlines.
• Must be able to concentrate and perform accurately.
• Must be able to react to change productively.

Benefits

• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid, Sick and Volunteer Time Off
• Paid Parental Leave Options
• Employer Paid Life and Disability
• Wellbeing on Demand Program
• Flexible Work Environment with a casual dress code

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree