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Call Quality Analyst

2 months ago

Vernon Hills, United States 34259 - Blitt and Gaines PC Full time
Job DescriptionJob DescriptionDescription:

Job Summary:

The Call Quality Analyst is responsible for auditing audio recordings of consumer/guest facing agents’ telephone conversations and account documentation. The purpose is to ensure quality performance and adherence to all applicable laws, client requirements as well as the policies of the firm. Responsibilities include: ongoing training and remediation of opportunities detected internally as well as externally.

Primary responsibilities and duties:

· Daily monitoring of audio recordings made by consumer facing staff

· Utilize speech analytics software to identify areas of opportunity as well as positive attributes found in calls. Example: complaints, escalation, agitation and compliments

· Identify trends, or instances call quality failure, communicating them to management

· Conduct and follow-up on call quality remediation, ensuring agents understand policy and procedure

· Accurately document CLS and call monitor scorecards

· Upon request, review calls designated as complaints, providing a summary of the call and documentation

· Provide call recordings and system of record (CLS) notes directly to clients and designated firm staff as required

· Participate in client driven and internal call calibrations

· Produce reporting on a weekly, monthly, quarterly and annual basis

Minimal Job Qualifications and Requirements:

· Expert knowledge of all applicable Federal and State collection laws

· Demonstrated ability to think independently and use good judgment

· Strong written an oral communication skills

· Fundamental knowledge of Microsoft Office Products

· Analytical problem solving skills

· Basic typing skills

Education/Experience

· High School diploma

· College is a plus

· Must have three years or more experience in the following: call center quality assurance or operations, collections, banking or business related fields.


Requirements: