Analysis Skills, Auditing, Call Centers, Call Monitoring, Coaching, Communication Skills, Compensation and Benefits, Computer Skills, Conflict Resolution, Customer Support/Service, Depth Perception, Detail Oriented, Government, Interpersonal Skills, Leadership, Legal, Maintain Compliance, Multilingual, Multitasking, On Call, Onboarding, Performance Analysis, Performance Reviews, Presentation/Verbal Skills, Problem Solving Skills, Quality Assurance, Quality Metrics, Quality Monitoring, Scorecarding, Service Delivery, Service Level Agreement (SLA), Set Goals, Staff Policies, Team Player, Willing to Travel, Writing Skills
ABOUT PERDUE BRANDON FIELDER COLLINS & MOTT LLP
Established in Amarillo, Texas in 1970, Perdue Brandon Fielder Collins & Mott LLP ("Perdue Brandon") is one of the oldest law firms providing collection services and related legal representation to government entities. Our clients include school districts, cities, counties, hospital districts, appraisal districts and other governmental entities. Perdue Brandon continues to grow and currently has 14 primary offices in Texas and multiple satellite locations in Texas, Oklahoma, and Florida servicing clients in seven states.
For more information on our Firm, please visit our website at www.pbfcm.com.
Here at PBFCM, we offer our employees a professional yet casual team-based environment where we all work together to accomplish our goals. Our management's open-door policy encourages employees to have a voice and shows that their opinions matter to our success as a company. We value and reward hard work, which is why we offer competitive compensation, excellent benefits, and opportunities for advancement.
Essential Job Functions and Skills
A Quality Assurance Auditor will monitor, rate and coach agents call handling performance to ensure the highest level of quality and expectations are achieved.
- Perform as subject matter expert on omnichannel communication solutions.
- Monitors and measures the quality of inbound and outbound calls for compliance.
- Assist in the preparation of client performance tracking reports.
- Report daily, weekly, and monthly quality score results to management.
- Provide detailed feedback and performance related recommendations necessary to ensure quality performance.
- Participate in scheduled internal sessions with leadership and/or operational stakeholders to ensure the feedback and continued skill development goals are achieved.
- Work in conjunction with training and onboarding leadership to ensure QA requirements with new hires, and call handling processes for new programs and/or changes to existing programs meets performance expectations.
- Participate in review meetings including the development information on quality performance.
- Contribute call feedback, scorecards, and recorded calls to ensure program compliance.
- Advise leadership of equipment and/or software that impedes the delivery of exemplary service or impacts service level agreement requirements.
- Facilitate coaching sessions with agents on call performance.
Seek knowledge to improve individual skills and knowledge in delivering positive and constructive feedback.
Experience Requirement
Qualifications
- 2-3 years of customer service call center environment strongly preferred.
- 2-3 years of experience in call quality assurance monitoring and coaching experience required.
- Bilingual skills a plus.
Education Requirement
- High School Diploma or equivalent
Preferred Skills:
- Decision-making skills. Ability to work independently and make decisions that balance the interests of the team, the Firm, and the customer
- Conflict Resolution skills. Ability to respond with diplomacy and tact
- Ability to work under pressure.
- Adaptability and Teamwork - Ability to accept and implement coaching and feedback in order to achieve individual and team performance goals
- Highly PC proficient
- Attention to detail and quality-oriented
- Multi-task oriented
- Ability to remain highly motivated in a fast-pace, multi-faceted environment
- Analytical thinker and problem solver
- Excellent listening and interpersonal skills
- Confident, approachable, and positive attitude
- Excellent oral and written communication skills
- Demonstrates personal responsibility (i.e., attendance, punctuality, ownership of day-to-day activities)
This position involves:
- Sitting at a computer most of the day
- Utilizing a headset and being on the phone frequently
- On-the-job training
- Annual performance reviews
While performing the duties of this job, the employee is regularly required to walk, sit, speak, and hear. The employee is required to stand, use hands to finger, handle, or feel; reach with hands and arms; on occasion, the employee may be required to stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. Employee may be required to travel by air or car.
This position is temporary for approximately 1-3 months and dependent on business needs.
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Perdue, Brandon, Fielder, Collins and Mott L.L.P.