Goldschmitt and Associates LLC (G&A) specializes in Custom Computer Programming and Systems Design, Management Consulting and Business Support Services, Asset Management and Data Analytics, and Custom Training Development and Delivery. Founded in 1998, G&A has grown from a one-man consulting firm to over 200 employees in 9 states and across 12 Federal Agencies. In addition, we’ve earned multiple prestigious business awards, including the 2022 SECAF Award of Excellence, which highlights organizations that represent excellence within their communities, their industry, and towards their employees, the 2022 INC500 Regionals Mid-Atlantic Region Rank #39 in growth and the 2022 INC VET100 Top Fastest Growing Service Disabled Veteran Owned Businesses. G&A could only have achieved this growth and success due to the outstanding support of what we like to call our “family” of talented personnel. To show our appreciation, we offer a diverse and inclusive environment with competitive benefits including flexible schedules and telework whenever the customer allows. 

Summary:

Goldschmitt and Associates  is seeking Quality Assurance Specialists (QAS) to perform contact center support for the federal contract of a nationally recognized leader in student loan servicing. This is a highly professional and fast-paced environment located in both Chesterfield and Columbia, MO.

Quality Assurance Specialists administer new and existing quality assurance programs for each area (including Contact Center, CAT, Loan Servicing and Processing (LS-P), Specialty Servicing, Federal Contracts, and Training) to ensure compliance with Direct Lending, FFELP/Cash loan, and contracted private regulations and servicing goals. In a professional, courteous and timely manner, communicates with necessary internal and, as needed, external parties in order to successfully complete daily requirements of quality assurance measures for various servicing departments.

Quality Assurance Specialists review phone, email, and personal letter data as well as address catalogued issues, processes, and observations in order to identify customer service enhancement opportunities in order to ensure consistency of performance across interaction channels. They ensure efficient and accurate completion of evaluations to meet the guidelines outlined in department procedures. Ensures the highest levels of privacy and security in order to protect our customers, business partners and the student loan servicer while providing exceptional customer service. QAS will provide collaborative coaching, on the job training, and evaluations to our Customer Service Representatives in a remote contact center environment. 

This position is remote; however, all applicants must live within 30 minutes of our location in Chesterfield, MO or Columbia, MO. You also must be able to have/get hardwired (not wireless) Internet due to security.

Job Duties and Responsibilities:

• Deliver coaching and mentoring to developing Customer Service Representatives
• Work with a team, communicate trainee concerns, and track new hire progress/development
• Provide on-the-job coaching and training
• Provide written reports and verbal coaching of individual progress, including strengths, weaknesses, opportunities, and threats in the developing role
• Deliver content related to procedural, process, regulatory changes, and enhancements
• Use various coaching tools to provide continuous improvement
• Prepare feedback reports to management based on evaluations
• Assess feedback results to modify the approach to support developing individual and team needs

Necessary Skills and Knowledge:

• Possess outstanding attendance and punctuality skills.
• Possess the ability to provide excellent customer service.
• Possess strong verbal and written communication skills.
• Possess excellent time management and multi-tasking skills.
• Possess strong computer skills.

Minimum Qualifications:

• Possess the ability to obtain and maintain a Public Trust clearance. Requirements or potential issues are as follow:
  • Employees must not be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due).
  • Employees must possess sole US citizenship.
  • Any felonies or misdemeanors within the past 7 years could cause issue in obtaining.
• Possess a high school diploma or equivalent certification, such as the GED.
• Possess at least 6 months of Contact Center or Customer Service experience.
• Possess reliable high-speed internet.
• Possess or have access to reliable transportation throughout the tenure of your employment to our location in Lowell, AR in order to complete the onboarding and security processes, in case of internet or power failure, or additional professional situations not listed. 

Preferred Qualifications:

• Possess a Bachelor’s degree
• Possess the ability to speak Spanish

Goldschmitt and Associates is an equal opportunity employer. Goldschmitt and Associates does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status, or unfavorable discharge from military service.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.