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Monitoring Specialist
ServiceLink
Virginia Beach, VA, United States
Job Details - this job has expired, please see similar jobs below
• Performs scheduled call monitors, audits, and call calibration sessions
• Completes quality control call monitoring scorecard for all calls monitored
• Conducts weekly calls with third party servicer providers
• Reviews and resolve s call monitoring scorecard disputes with business units timely
• Creates and distributes weekly and periodic reports to management on call monitoring results
• Makes recommendations to improve call monitoring process including to guidelines and scorecards
• Updates scorecard templates as required within the telephony system
• Participates in federal, state, investor, and insurer training to remain current on all applicable regulations
• Assists with operational quality control audits as needed
• All other duties as assigned
Qualifications
• High School diploma or equivalent
• 3 or more years’ experience conducting call center monitoring in customer service, collections or loss mitigation
• Working knowledge of the Microsoft Office Suite, including Word, Excel, as well as experience with call monitoring telephony systems
• Attention to detail and strong organizational skills
• Effective verbal and written communication skills
• Flexible and dependable
• Excellent customer service skills
• Professional and positive attitude
• Excellent problem resolution skills