Quality Monitoring Representative

Complete employee Quality Monitoring reports and conduct sessions to review results with new hires and existing employees. Sessions will review call results and coaching for the call center agent. The focus will be related to expected customer service techniques and CCS policies and practices, including use of technical systems, as well as, applicable state and Federal regulations/laws. Must understand and be able to keep current on Client Expectations, CCS Call Center Best Practices, policies, procedures and industry techniques.

ESSENTIAL FUNCTIONS:

• Consistent and continuous development of CCS Associates to achieve goals.
• Monitoring and coaching Customer Service Associates as assigned
• Prepare for and participate in scheduled calibration sessions
• Provide feedback to Supervisors, Mangers, Directors and Executives on Associate progress
• Through Managers direction, participate in development of new script enhancements, training suggestions, and follow through with new procedures in positive and constructive manner
• Maintain utmost professionalism, friendliness and customer service; demonstrate respect and regard for all potential clients, visitors, fellow Associates to ensure a professional, responsible and courteous working environment.
• Provide thorough and accurate coaching and monitoring information.
• Provide accurate reporting of associates progress
• Complete the Quality Monitoring Form based on the requirements and job aids that align with produces and polices for designated business divisions.
• Working with a coaching staff to ensure compliance with laws, regulations and procedures as outlined in department materials.
• Communicate effectively and appropriately through email, written documents, phone, and in-person.
• Comprehend written and verbal directions through execution and follow-up.
• Read and interpret reporting results, documentation, charts, data and account information.
• Promote effective working relationships as part of a department team and cross-functionally with other departments.
• Occasional dialing to gain work related experience for those you are coaching and when there are no individuals to coach or QM administrative work to be done.
• Occasional travel to other offices may be required.
• Regularly required to dial and act in a Customer Service Agent capacity based on department need or as directed.
• Perform other tasks as assigned.

QUALIFICATIONS:

• Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing coaching, and planning skills.
• Prefer prior call center or collection industry experience.
• Moderate typing skills (35 wpm).
• Basic PC Skills with preferred familiarity with Access, Word, PowerPoint and Excel
• Basic math and written communication skills.
• Bilingual/multilingual language skills desirable.
• Prior training or coaching experience preferred.
• Ability to maintain a predictable and consistent full-time work schedule

EDUCATIONAL REQUIREMENTS: High School Diploma or equivalent

The CCS Companies is an Equal Opportunity Employer
This document is considered CCS Proprietary and Confidential.