The CCS Companies · 1 month ago
Quality Monitoring Representative (Call Center)
Portsmouth, NH
Full-time
Onsite
Mid Level
$21/hr - $22/hr
3+ years expThe CCS Companies is a leader in Business Process Outsourcing (BPO), seeking a qualified Quality Monitoring Representative to support their call center operations. The role involves reviewing Customer Service Agent calls for quality assurance, providing feedback, and supporting training initiatives to ensure adherence to best practices and regulations.
Financial ServicesInformation TechnologyMessaging
Responsibilities
Consistent and continuous development of CCS Associates to achieve goals
Monitors and coaches CSAs as assigned
Prepares for and participates in scheduled calibration sessions with CSA
Provides feedback to Supervisors, Mangers, Directors and Executives on Associate’s progress
Participates in development of new script enhancements, training suggestions, and following through with new procedures in a positive and constructive manner with manager’s direction
Maintains utmost professionalism, friendliness and customer service; demonstrate respect and regard for all potential clients, visitors, fellow Associates to ensure a professional, responsible and courteous working environment
Provides thorough and accurate coaching and monitoring information
Provides accurate reporting of associates progress
Completes the Quality Monitoring Form based on the requirements and job aids that align with produces and polices for designated business divisions
Works with a coaching staff to ensure compliance with laws, regulations and procedures as outlined in department materials
Communicates effectively and appropriately through email, written documents, phone, and in-person
Comprehends written and verbal directions through execution and follow-up
Reads and interpret reporting results, documentation, charts, data and account information
Promotes effective working relationships as part of a department team and cross-functionally with other departments
Occasional dialing to gain work related experience for those you are coaching and when there are no individuals to coach or QM administrative work to be done
Occasional travel to other offices may be required
Dials and acts in a CSA capacity based on department need or as directed by management to gain work related experience for CSA’s they are coaching and when there are no individuals to coach or QM administrative work to be done
Perform other tasks as assigned
Qualification
Required
Minimum 1+ years of collections or call center experience is required
Knowledge of KPIs and call center metrics is required
Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing coaching, and planning skills
Moderate typing skills (35 wpm)
Basic PC Skills with preferred familiarity with Word, PowerPoint and Excel
Basic math and written communication skills
Ability to maintain a predictable and consistent full-time work schedule
High School Diploma or GED equivalent required
Call center: 1 year (Required)
Training or Quality Monitoring: 1 year (Required)
Ability to Commute: Portsmouth, NH 03801 (Required)
Preferred
Minimum 3+ years of experience in a training or quality monitoring position preferred
Bilingual Spanish language skills desirable
Some college preferred
Benefits
401(k)
401(k) matching
Dental insurance
Flexible schedule
Health insurance
Paid time off
Vision insurance
Company
The CCS Companies
The CCS Companies is a financial services company providing automated voice messaging solutions.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Kane
Chief Financial Officer
David Ulrich
Senior Vice President Partnership Development
Company data provided by crunchbase