Quality Monitoring Representative

About the role

Conducts quality monitoring sessions to review call results and coaching with new and existing call center agents. Focuses on customer service techniques, CCS policies, and applicable regulations.

Responsibilities

• 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
• Maintain professionalism, friendliness, and customer service
• Provide thorough and accurate coaching and monitoring information
• Complete Quality Monitoring Forms based on requirements and job aids
• Communicate effectively through various means and comprehend written and verbal directions
• Perform other tasks as assigned

Requirements

• Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing coaching, and planning skills
• Prior call center or collection industry experience preferred
• Moderate typing skills (35 wpm)
• Basic PC skills with familiarity in Access, Word, PowerPoint, and Excel
• Basic math and written communication skills
• Bilingual/multilingual language skills desirable
• Prior training or coaching experience preferred
• High School Diploma or equivalent educational requirement

Qualifications

• Ability to maintain a predictable and consistent full-time work schedule