WITH FOCUS ON DEBT COLLECTION QUALITY CONTROL
- Performs call monitoring and provides trend data, quality reports, and feedback to Management
- Reviews responses to clients and provides trend data, quality reports, and feedback to Management
- Ensures effective fraud detection system
- Participates in design of call / email monitoring formats and quality standards.
- Uses a quality monitoring data management system to compile and track performance at team and individual level.
- Participates in listening programs to identify customer needs and expectations.
- Trains agents on how to effectively provide customer and technical support for quality services (business coaching)
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for agents.
- Perform other duties as assigned.
