Transworld Systems, Inc. is an industry leader for over 40 years, in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base.
Our 60,000 clients are empowered to successfully address immediate business needs, while facilitating long-term growth across the entire customer lifecycle.
Evaluate agent performance against internal quality and compliance standards to ensure proper call and transaction handling.
This includes call monitoring and review of data entry / transactions processed.
Provide specific feedback to supervisory and management staff regarding agent areas of opportunity for their team members.
Responsible for completing required number of quality reviews for each agent based client / company performance guidelines.
Document all observations thoroughly, and utilize approved monitoring guidelines to effectively evaluate each question.
Participate in calibration sessions with Operations and Clients to ensure the respect and maintenance of quality and compliance standards.
May participate in and support the Centralized Quality Management (CQM) Team in identifying and acting on opportunities that improve the quality and compliance and value of the service we provide to our clients and our employees.
Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Perform other duties as assigned by management.
Qualifications & Requirements
High School Diploma or General Educational Development (GED) certificate.
1 year experience in a call center environment required.
6 months experience in a quality or coaching-related role preferred.
Knowledge, Skills, Abilities & Other Characteristics :
Demonstrated ability to meet client requirements based on recent, consistent call quality scores at meets or exceeds level.
Ability to objectively evaluate performance against standards and to identify performance gaps and recommend corrective action.
Ability to coach and provide constructive feedback on proper process and techniques.
Excellent listening and problem-solving skills.
Strong organization and time management skills.
Proficient personal computer skills including Microsoft Office.
Excellent interpersonal, written, and oral communication skills.
Ability to prioritize and organize work in a multitasked environment.
Ability to adapt to a flexible schedule.
Ability to maintain the highest level of confidentiality.
Supervisory / Management Responsibility : N / A
Relationships : Internal- Departmental Managers and Supervisors, Centralized Quality Department, Collectors / Compliance / Legal External- May include : Clients, Customers, Attorney Firms, Collection Agencies
Ability to lift and / or move 20 pounds with or without accommodation.