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The CCS Companies · 3 weeks ago

Quality Monitoring Representative

Portsmouth, NH

Full-time

Onsite

New Grad, Entry Level

The CCS Companies is focused on enhancing customer service through effective quality monitoring. They are seeking a Quality Monitoring Representative to conduct quality monitoring reports and coaching sessions for call center agents, ensuring compliance with company policies and customer service standards.

Financial ServicesInformation TechnologyMessaging

Responsibilities

Complete employee Quality Monitoring reports and conduct sessions to review results with new hires and existing employees

Sessions will review call results and coaching for the call center agent

The focus will be related to expected customer service techniques and CCS policies and practices, including use of technical systems, as well as, applicable state and Federal regulations/laws

Must understand and be able to keep current on Client Expectations, CCS Call Center Best Practices, policies, procedures and industry techniques

Consistent and continuous development of CCS Associates to achieve goals

Monitoring and coaching Customer Service Associates as assigned

Prepare for and participate in scheduled calibration sessions

Provide feedback to Supervisors, Mangers, Directors and Executives on Associate progress

Through Managers direction, participate in development of new script enhancements, training suggestions, and follow through with new procedures in positive and constructive manner

Maintain 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

Provide thorough and accurate coaching and monitoring information

Provide accurate reporting of associates progress

Complete the Quality Monitoring Form based on the requirements and job aids that align with produces and polices for designated business divisions

Working with a coaching staff to ensure compliance with laws, regulations and procedures as outlined in department materials

Communicate effectively and appropriately through email, written documents, phone, and in-person

Comprehend written and verbal directions through execution and follow-up

Read and interpret reporting results, documentation, charts, data and account information

Promote 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

Regularly required to dial and act in a Customer Service Agent capacity based on department need or as directed

Perform other tasks as assigned

Qualification

Call center experienceCoaching skillsCommunication skillsBasic PC skillsBilingual skillsAnalytical skillsPrioritizing skillsMath skillsOrganizational skillsWritten communication