Quality Monitoring Representative

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    "description": "<h4 style=\"margin-left:1in;margin-right:0in;text-align:justify;\">&nbsp;</h4>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"font-size:11pt;\"><span style=\"color:#000000;\">Complete employee Quality Monitoring reports and conduct sessions to review results with new hires and existing employees. Sessions will review call results and coaching for the call center agent. The focus will be related to expected customer service techniques and CCS policies and practices, including use of technical systems, as well as, applicable state and Federal regulations/laws. Must understand and be able to keep current on Client Expectations, CCS Call Center Best Practices, policies, procedures and industry techniques.</span></span></span></p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\"><span style=\"font-size:10pt;\"><strong><span style=\"font-size:11pt;\"><span style=\"color:#000000;\">ESSENTIAL FUNCTIONS:</span></span></strong></span></p>\r\n\r\n<ul>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Consistent and continuous development of CCS Associates to achieve goals.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Monitoring and coaching Customer Service Associates as assigned </span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Prepare for and participate in scheduled calibration sessions</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Provide feedback to Supervisors, Mangers, Directors and Executives on Associate progress</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Through Managers direction, participate in development of new script enhancements, training suggestions, and follow through with new procedures in positive and constructive manner</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Maintain 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.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Provide thorough and accurate coaching and monitoring information.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Provide accurate reporting of associates progress</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Complete the Quality Monitoring Form based on the requirements and job aids that align with produces and polices for designated business divisions.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Working with a coaching staff to ensure compliance with laws, regulations and procedures as outlined in department materials.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Communicate effectively and appropriately through email, written documents, phone, and in-person.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Comprehend written and verbal directions through execution and follow-up.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Read and interpret reporting results, documentation, charts, data and account information.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Promote effective working relationships as part of a department team and cross-functionally with other departments.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">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.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Occasional travel to other offices may be required. </span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Regularly required to dial and act in a Customer Service Agent capacity based on department need or as directed. </span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Perform other tasks as assigned.</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\"><span style=\"font-size:10pt;\"><strong><span style=\"font-size:11pt;\"><span style=\"color:#000000;\">QUALIFICATIONS:</span></span></strong></span></p>\r\n\r\n<ul>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing coaching, and planning skills. </span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Prefer prior call center or collection industry experience.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Moderate typing skills (35 wpm).</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Basic PC Skills with preferred familiarity with Access, Word, PowerPoint and Excel</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Basic math and written communication skills.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Bilingual/multilingual language skills desirable.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Prior training or coaching experience preferred.</span></span></span></li>\r\n\t<li style=\"text-align:justify;\"><span style=\"font-size:10pt;\"><span style=\"color:#000000;\"><span style=\"font-size:11pt;\">Ability to maintain a predictable and consistent full-time work schedule</span></span></span></li>\r\n</ul>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\">&nbsp;</p>\r\n\r\n<p style=\"margin-left:0in;margin-right:0in;text-align:justify;\"><span style=\"font-size:10pt;\"><strong><span style=\"font-size:11pt;\"><span style=\"color:#000000;\">EDUCATIONAL REQUIREMENTS: </span></span></strong><span style=\"font-size:11pt;\"><span style=\"color:#000000;\">High School Diploma or equivalent </span></span></span></p>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<p><span style=\"font-size:14px;\"><span style=\"font-family:Arial, Helvetica, sans-serif;\">The CCS Companies is an Equal Opportunity Employer<br />\r\nThis document is considered CCS Proprietary and Confidential.</span></span></p>\r\n",
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