Customer Service - Quality Control
$15-25 USD / hour
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
Project ID: #17786500
About the project
26 freelancers are bidding on average $21/hour for this job
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
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.
i am very speed writer and i can work over 20 hours in the week good speaker also i work in coursera as an translator
I am an experienced professional with core expertise in customer service sales and operations .I would like to now more about the project and the role . Once selected will not disappoint you. Have been managing more More
I just started looking for work today and am fully qualified for this position! I live in Hyrum, UT with my wife and 2 children and another on the way. Please give me a chance to prove to you what an amazing ass More
Have experience in production support and have been with Financial domain projects. Always worked towards the customer satisfaction. I effectively bridged the gaps between customers and business Analysts , quality Assu More
I have 5 + experience in data entry and customer service in 3 different language. I always worked with international company and have in focus to deliver with accuracy and on time. Customer oriented and fast problem - More
Dear, Iam Elida Music, I lost my job 6 months ago. I have a lot of time to do my work excellent. You wont be sorry to hire me. Yours sincerely! Elida Relevant Skills and Experience I am bichelor. I have a 15 years wo More
sir i done all you given work with fully responsibility. i don't give you a chance to complain me about my done worked.. so plz sir accept my bid.. i am very thankfull to you
Soy una persona responsable disciplinada y tengo amplia experiencia en asesoría al cliente, marketing y atención telefónica, excelente ortografía y dicción. Relevant Skills and Experience He trabajado para empresas qu More
I believe that my greatest strengths are firstly my ability to develop and maintain a close working relationship with my clients. This allows me to gain an in-depth understanding of their individual /company needs and More
Hi, I am an Analyst and Business Development Manager with 10 years of international experience in different industries. High aptitudes for market research, data analysis, strategic planning & strategic implementati More
I have 7 years experience.I will complete the job in time with excellence. Relevant Skills and Experience Working as process manager to one of the inbound process.
I have worked on process improvement projects for various companies like Scotia Bank, Verizon, Comcast etc. I am a Six Sigma Black belt certified professional.
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
Based on my skills that I had learned throughout my previous employers, I am confident that I would be a great addition to your team. My resume highlights my ability, knowledge, and expertise in Customer service, techn More