Senior Supervisor, Quality Monitoring Audit

The CCS Companies•Salem, NH

1d•Onsite

About The Position

The Senior Supervisor, Quality Monitoring (QM) Audit is responsible for the oversight of audits by providing direction, support and supervision to the QM Support Representatives in all offices. This role involves monitoring and reviewing calls conducted by Customer Service Agents (CSAs) to ensure quality, assessing calls against established policies and regulations, and summarizing coaching opportunities. The position also requires coordinating tasks, reporting trends, communicating with management, staying current on client expectations and regulations, providing client-specific reporting, researching feedback for rejections, participating in projects, training new associates, providing support to department staff, overseeing staff assignments and schedules, participating in the development of new procedures, maintaining department tools, and promoting a professional work environment. The role also includes providing coaching, mentoring, and leadership, reading and interpreting documentation, promoting effective working relationships, tracking payroll and schedules, providing incentives, and addressing corrective actions. Travel to other offices will be required.

Requirements

Minimum 1+ year(s) of prior supervisory or leadership experience preferred.
Minimum 1+ year(s) in a Quality Monitoring, Training, Call Center or Collections position preferred.
Able to communicate effectively through email, written documents, phone and in-person.
Able to comprehend written and verbal instructions and execute tasks and/or provide effective follow-up.
Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing, coaching, and planning skills.
Experience with Key Performance Indicators (KPIs) and quality metrics in a call center preferred.
Moderate typing skills (35 wpm).
Must have business proficiency (written and verbal) in English.
Must have strong problem-solving skills.
Able to prioritize tasks and manage time efficiently.
Able to work with others in a team environment to achieve goals.
High integrity and understanding of the importance of confidentially along with handling sensitive information appropriately.
Basic PC Skills with preferred familiarity with Microsoft Office applications including Access, Word, PowerPoint and Excel.
Basic math and written communication skills.
Bilingual/multilingual language skills desirable.

Responsibilities

Monitors and reviews calls conducted by the Customer Service Agents (CSAs) as required by client audit requests and performed at various frequencies to ensure quality is maintained.
Utilizes call recording tools to locate and review calls conducted by CSAs.
Assesses calls using established customer service policies, procedure and practices per CCS and client requirements as well as applicable State and Federal regulations and/or laws.
Summarizes any coaching opportunities based on call review results and presents findings to operations team Supervisors, Managers, Directors and Executives.
Updates spreadsheets and forms based on results from call system history reviews.
Coordinates and distributes tasks to the team as needed to ensure completion timely completion of audits and deadlines are met.
Reports trends identified from audits, knowledge checks and other reports assigned by management or requested by clients including call durations, wrap times and other key performance indicators (KPIs).
Communicates regularly with management to resolve problems and increase operational efficiency of the department.
Keeps current on Client expectations, CCS collection best practices, policies, procedures, industry techniques and any changes to State or Federal regulations and/or laws.
Provides Client specific reporting as requested (i.e. call duration).
Researches and provides feedback for Duplicate Check rejections.
Participates in projects such as memo updates and OPSNET Manual enhancements and other improvement initiatives, as assigned.
Works with new associates in a QM Support role in various locations to train and learn all aspects of working in the QM Audit role.
Provides support and assistance to the department staff by answering questions and providing feedback and suggestions on each individual’s performance.
Oversees staff assignments and schedules as assigned.
Participates in development of new script enhancements, training suggestions, and follow through with new procedures in positive and constructive manner.
Maintains, develops and updates appropriate department tools, such as audit instructions, manual, reporting, etc.
Maintains utmost professionalism, friendliness and customer service by demonstrating respect and regard for all potential clients, visitors and fellow Associates, to ensure a professional, responsible and courteous working environment.
Provides thorough and accurate coaching, mentoring, and leadership for the QM team and its Associates.
Reads and interprets documentation, charts, data and account information.
Promotes effective working relationships as part of a department team and cross-functionally with other departments.
Tracks and maintains employee payroll and schedules. (i.e. Paycom, Time off requests, staff scheduling, etc.)
Provides incentives and promotes a positive work environment as well as address corrective action items as needed.
Travels to other offices will be required.
Performs other tasks as assigned.
Maintains a consistent and regular attendance in accordance with an established schedule.
Works onsite/in-office and in accordance with CCS and department policies and procedures.