Description
- Audit inbound and outbound calls to ensure adherence to federal laws, company policies and quality standards.
- Provide actionable feedback to call center agents and leadership to improve performance and customer satisfaction.
- Provide actionable feedback to call center agents and leadership to improve performance and customer satisfaction.
- Prepare and deliver weekly and end-of-month reports detailing progress, trends, and areas of opportunity.
- Work with call center leadership to design and implement targeted training based on audit findings.
- Maintain accurate and organized records of call audits, feedback, and follow-up actions.
Requirements
o Prior collections experience (3+ years)o Knowledge of FDCPA and State rules and regulationso Prior Supervisory / Management experience - preferredo Basic knowledge of Timeshare operations - preferredo Business degree or equivalent - preferredo Basic Computer Skillso Knowledge of Microsoft Officeo Ability to read, write and speak English fluently. Bilingual (English/Spanish) a pluso Good communication skills, both written and verbalo Leadership experience and the ability to provide support and direction to develop and motivate a teamo Ability to communicate and meet company goals and objectiveso Must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.
Benefits
alary 20,000Vouchers tickets 2,000Internet Bonus 1,000Medical InsuranceDental InsuranceLife Insurance
