Quality Monitoring Representative (Call Center)

The CCS Companies, a Leader in Business Process Outsourcing (BPO), is hiring a qualified Quality Monitoring Representative to support our growing demand in the call center for our Salem, NH or Portsmouth, NH office.

The Quality Monitoring (QM) Representative reviews Customer Service Agent (CSA) calls for quality and training purposes to ensure the CSA is following and adhering to CCS collection best practices, policies and procedures, applicable State/Federal regulations, as well as client expectations, use of technical systems and industry techniques. The QM Representative provides feedback to new and existing CSAs by conducting calibration sessions to review call results, conduct side by side training/support as needed and reports to department leadership on the CSA’s progress, to ensure further development to achieve corporate and client goals.

ESSENTIAL FUNCTIONS:

• Consistent and continuous development of CCS Associates to achieve goals.
• Monitors and coaches CSAs as assigned.
• Prepares for and participates in scheduled calibration sessions with CSA.
• Provides feedback to Supervisors, Mangers, Directors and Executives on Associate’s progress.
• Participates in development of new script enhancements, training suggestions, and following through with new procedures in a positive and constructive manner with manager’s direction.
• Maintains 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.
• Provides thorough and accurate coaching and monitoring information.
• Provides accurate reporting of associates progress.
• Completes the Quality Monitoring Form based on the requirements and job aids that align with produces and polices for designated business divisions.
• Works with a coaching staff to ensure compliance with laws, regulations and procedures as outlined in department materials.
• Communicates effectively and appropriately through email, written documents, phone, and in-person.
• Comprehends written and verbal directions through execution and follow-up.
• Reads and interpret reporting results, documentation, charts, data and account information.
• Promotes 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.
• Dials and acts in a CSA capacity based on department need or as directed by management to gain work related experience for CSA’s they are coaching and when there are no individuals to coach or QM administrative work to be done.
• Perform other tasks as assigned.

QUALIFICATIONS:

• Minimum 3 years of experience in a training or quality monitoring position preferred.
• Minimum 1 years of collections or call center experience is required.
• Knowledge of KPIs and call center metrics is required.
• Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing coaching, and planning skills.
• Moderate typing skills (35 wpm).
• Basic PC Skills with preferred familiarity with Word, PowerPoint and Excel
• Basic math and written communication skills.
• Bilingual Spanish language skills desirable.
• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATIONAL REQUIREMENTS:

High School Diploma or GED equivalent required, some college preferred.

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Morning shift
• No nights

Application Question(s):

• Are you able to work in the Portsmouth NH or the Salem NH office?

Education:

• High school or equivalent (Required)

Experience:

• Call center: 1 year (Required)
• Training or Quality Monitoring: 1 year (Required)

Work Location: In person

Salary : $21 - $22