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 regulations o prior supervisory / management experience - preferred o basic knowledge of timeshare operations - preferred o business degree or equivalent - preferred o basic computer skills o knowledge of microsoft office o ability to read, write and speak english fluently. Bilingual (english/spanish) a plus o good communication skills, both written and verbal o leadership experience and the ability to provide support and direction to develop and motivate a team o ability to communicate and meet company goals and objectives o must be willing to work in excess of 40 hours per week when business conditions or special projects make such scheduling necessary.
benefits alary 20,000 vouchers tickets 2,000 internet bonus 1,000 medical insurance dental insurance life insurance