Quality Monitoring Specialist I

About the Role

The Quality Monitoring Specialist I is responsible for monitoring and reviewing calls for the company’s call center across 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.

Responsibilities

• Research, identify, and monitor assigned volume of calls.
• Perform call monitoring and provide trend data to the management team.
• Participate in the 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 SOPs 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.

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.

Skills

• Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, and Internet Explorer).