Job description
Couch Lambert is a multi-state creditor's rights practice focusing primarily upon consumer and commercial collection litigation. Our Commitment to Employees is that we strive to offer a diverse, vibrant workplace that promotes personal growth and rewards exceptional performance. Applicants should be self-motivated with strong interpersonal, problem solving, technical, organizational and communication skills. We require background checks, and pre hire drug screening, on all new employees.
Quality Assurance/Call Monitoring Administrator Tasks
Monitor inbound and outbound call and emails responses to assess associate's demeanor, technical accuracy, conformity to company and client policies and procedures.- Partners with managers and supervisors to identify key performance drivers and build appropriate training and quality assurance initiatives.
- Participates in design of call monitoring formats and quality standards.
- Provides trend and actionable data to management team.
- Coordinates and participate in call calibration sessions for call center staff and clients
- Provides regular, meaningful, and constructive feedback to call center team leaders and managers
- Prepares and analyzes internal and external quality reports for management staff review.
- Prepares trending analysis based upon call monitoring results
- Prepares call data reports for internal and client reporting
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