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
-Strong interpersonal, written, and oral communication skills
-Strong computer skills, including Outlook, Word, Excel or similar applications
26 freelancers are bidding on average $21/hour for this job
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.
We are working in the same field from last 4 years and presently we are looking for the same but some other projects. for more you can visit on my company's website [login to view URL]
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.
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