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Quality Coach
Encore Capital Group
St. Cloud, MN, United States
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The Quality Coach (QC) is responsible for monitoring and reviewing calls, conducting compliance and skill development identification assessments, and determining and reporting overall quality levels of Account Managers. Call monitoring may be done in side-by-sides or silently using call center monitoring tools. The QC determines areas of improvement from a compliance and skill perspective including procedures, regulations, effectiveness, call flow and documentation to increase the Consumer Experience. This position provides ongoing coaching and mentoring to Account Managers directly or in conjunction with their Group Manager.
The QC is responsible for analyzing collected data, identifying trends, and offering areas of improvement to different stakeholders including but not limited to GM, DM, Training, and OM. Will determine areas of improvement at a team, workgroup, and process level that may go beyond the individual interaction. Expected to do Root Cause Analysis to identify actual solutions / actions to be taken.
Position TitleQuality Coach - 1236
CategoryOperations Decision Science
Position StatusFull time