Description

Responsibilities

• To support FlexShopper standards and establish goals for the development of staff as they pertain to call quality and control, while maintaining a positive working atmosphere
• The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions.
• Help assist in reaching a goal of 700 -1000 or more calls scanned and documented on a monthly basis.
• This goal is achieved by examining and coaching agents from different areas within Customer Care, Collections and Order Management.
• Assist with the development, execute Quality Assurance training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard)
• Assist department Team Leads/Supervisor(s) when needed and/or required.

Qualifications

Qualifications

• Call Center Experience
• Good command of written and verbal communication
• Spanish a Plus
• Ability to work under pressure.
• Excellent communication and interpersonal skills
• MS Office applications knowledge

Degrees: High School,Cert,GED,Trn,Exper

Additional Qualifications: Must have a minimum of 2 years customer service experience and well verse in computer knowledge. Good command of written and verbal communication. Ability to work under pressure. Experience preferred, Customer Relations Management (CRM) application, LiveVox , Freshdesk, and custom tailored software. Excellent communication and interpersonal skills. MS Office applications knowledge. Bilingual (English and Spanish) preferred.