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Customer Service - Quality Control

The position will be primarily responsible for listening to Collection & Customer Service calls, researching/analyzing quality trends, and evaluating data to understand customer impact. The project is ends at the end of October. Part time and full time needed. Office is located in downtown Austin but can be performed remotely.

DUTIES AND RESPONSIBILITIES

-Live listening to customer service and collections calls

-Using approved quality assurance scorecard provided in Microsoft Excel spreadsheet, score each call.

-Identify coaching opportunities for agents and consistent areas of deficiency across agents for retraining opportunities.

-Report to Quality Assurance Manager

-Daily debrief via phone or email with Quality Assurance Manager

-Identify regulatory and compliance concerns

-Evaluating data to understand customer experience trending and voice of the customer concerns

EDUCATION / EXPERIENCE REQUIREMENTS

-Associates Degree or higher

-Minimum of 3+ years in financial services, collections, customer service, call center environment

-Self-motivated, detail oriented

-Awareness that any level of customer dissatisfaction is a concern and needs a 2nd look

SKILLS DESIRED

-Strong interpersonal, written, and oral communication skills

-Strong computer skills, including Outlook, Word, Excel or similar applications

Skills: Business Analysis, Call Center, Data Entry, Excel, Research

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About the Employer:
( 0 reviews ) Austin, United States

Project ID: #17786500

26 freelancers are bidding on average $21/hour for this job

beimaniago

I understand that you are looking for a quality assurance analyst. I have done the same task for about four years when I was working for a call center here in the Philippines. We were handling calls from the US and Can More

$15 USD / hour
(169 Reviews)
7.0
tutor23297

HI, I'm interested in your project. Kindly contact me for mutual discussion and further briefing on this project, so that I can start ASAP. Sincerely I will do this job and ensure an outstanding delivery. Thank you.

$22 USD / hour
(1 Review)
1.8
tatianaalvarezlo

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$22 USD / hour
(0 Reviews)
0.0
pulkitoberoi90

Hi, With my skill set and experience in similar fields, I believe i will be the right choice for this project. I have worked with Dell International as Quality Analyst for 6 Months, prior to that I was in calling More

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(0 Reviews)
0.0
toni121292

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$16 USD / hour
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0.0
santosmelvin2180

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