Responsibilities
- Monitor and evaluate the quality of inbound or outbound customer calls
- Document quality issues and performance measures for management review
- Oversee a group of service monitors
- Provide information and assists in the feedback and formal education process of other staff
- Work closely with both internal and external customers to meet their service needs
- Act as a subject matter expertise
- Provide information and assist in the feedback and education to staff
Requirements
- 1+ year of Quality Assurance support, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
Required Qualifications for Europe, Middle East & Africa only:
- Experience in Quality Assurance support, or equivalent demonstrated through one or a combination of the following: work experience, training, education
Desired Qualifications
- Understanding of Mortgage & Bankruptcy process
Job Expectations
- Hands on experience on Quality check process