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Call Quality Analyst

Real Time Resolutions Inc Dallas, TX
  • Posted: 26 days ago
  • Other

Position: Call Quality Analyst

Location: Dallas, TX

Classification: Non-Exempt

Reports to: Manager

Compensation: Competitive Salary

Benefits: Medical, Dental, & Disability Benefits Paid 100% for Full Time Employees

Hours: Full-time

Travel: None

Essential Functions

  • Conduct call quality performance analysis of different departments
  • Listen to customer-service and collection calls and grade them against company procedures, client requirements, and various federal and state regulations
  • Coach analysts that make these calls and recommend corrective actions where necessary
  • Effectively and independently complete all call monitoring requirements on a monthly basis
  • Provide weekly and monthly call quality performance summaries and reports to your respective groups
  • Build spreadsheets for call quality analysis purposes
  • Attend call calibration meetings and one-on-one sessions with management

Qualifications and Skills

  • Bachelor's degree strongly preferred; equivalent combination of education and experience may be substituted in lieu of degree
  • Fluency in Spanish is required
  • Prior experience in a call center or financial services environment preferred
  • Willingness to learn all aspects of the debt collection and mortgage servicing industry and regulations
  • Self-motivated with a professional attitude and the ability to work independently
  • Strong time management and problem solving skills with ability to manage various workloads
  • Ability to take on new challenges and assignments
  • Excellent written and verbal communication skills
  • Strong skills with Microsoft Office (proficient with Excel)

Real Time Resolutions Inc

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