QA Call Center Rep I

Summary:

The Rep, QA Call Center I is responsible for the monitoring of phone calls for various departments in order to ensure compliance with federal laws and company/departmental procedures, as well as ensure employees are providing outstanding customer service.

Essential Job Functions:

• Ability to complete all weekly call monitoring assignments.
• Monitor call center agents in various departments for company/department procedures, customer service, sales skills (if applicable), telephone etiquette, and compliance with any applicable federal laws.
• Utilize established criteria and procedures to accurately locate, listen to, score, and publish call monitoring results.
• Performs other related duties assigned.
• Maintain regular and punctual attendance.
• Comply with all company policies and procedures.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to deliver effective results to assigned production goals and meeting deadlines with minimal supervision.
• Proficiency in basic mathematical operations (addition, subtraction, multiplication, division), including working with fractions and decimals.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to calculate rates, ratios, and percentages, and interpret bar graphs.
• Demonstrates common sense understanding to carry out detailed tasks and solve problems involving variables.
• Self-starter with the ability to quickly learn/adapt to a changing environment and effectively communicate and collaborate with co-workers.
• Possesses clear, concise, and effective written and oral communication skills.
• Strong ability to comprehend spoken and written communications and/or conversations in the English language.
• Maintains a professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Willingness to suggest ideas for process improvement.
• Detail-oriented.
• Proficient in time management.

Education and/or Experience:

• High School Diploma or GED required.
• College degree preferred.
• Ability to work independently or as part of a team in a fast-paced environment.
• Proficiency in Microsoft Office skills.
• Competence in using computer systems.
• Experience with QA Audit, Speech Analytics, and/or call recording software preferred.
• 1 to 2 years previous experience in a mortgage environment or call center desirable.

Language Skills:

Ability to read words and to recognize similarities and differences between words and between series of numbers. Ability to comprehend and write simple instructions, correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graph.

Reasoning Ability:

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Certificates, Licenses, Registrations:

None required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Equal Employment Opportunity:

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization