CMG: Quality Assurance Representative

Position Category
Administrative/Clerical
Job Location
US-AZ-Phoenix
GC Services Phoenix
Minimum Pay Rate
USD $11.00/Hr.

Overview

Performs call monitoring activities to review and critique 3rd party collections calls based on standards set forth by GC Services and its clients. Provides feedback to Account Representatives and management for coaching purposes. Analyzes account activity to ensure proper handling.

Responsibilities

  • Evaluate recorded telephone calls/activities to ensure debt collectors’ compliance with GC Services policies, client guidelines, and legal restrictions
  • Provide feedback to managers regarding employees’ progress or lack of progress as a result of observations made during the telephone monitoring process
  • Log and maintain individual and group results, to be utilized by management for the purpose of personnel development
  • Audit account actions for proper handling and status changes based on client requirements
  • Provide feedback and advise managers on account actions based on compliance results
  • Adhere to Company attendance, punctuality, and meal and rest break requirements
  • Maintain concentration and focus in order to meet performance goals
  • React positively to an ongoing, changing environment
  • Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
  • Maintain good working relationship with assigned supervisors and coworkers
  • Work safely without presenting a threat to self or others
  • Perform additional duties as required by management

Qualifications

Education:

High School Diploma or GED is required

 

Experience:

6 months tenure at GC Services or 6 months experience in a Quality Assurance/Control or Quality Audit position

 

Computer Experience:

Must be able to type quickly and accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems.

 

Skills & Abilities:

  • Demonstrate a thorough understanding of Quality Assurance practices
  • Ability to analyze calls to determine compliance with client and legal requirement.
  • Ability to adapt to changes in client requirements, systems, and procedures
  • Basic PC proficiency with MS Office (particularly Excel)
  • Ability to communicate effectively in English, both orally and in writing. Additional ability to communicate in Spanish is preferred
  • Write in a clear and concise manner
  • Manage time effectively.
  • Solve problems or issues that may come up.
  • Concentrate and focus for extended periods of time
  • Cope with high-stress and changing environment
  • Remain alert at all times
  • Adhere to policies and procedures
  • Adhere to work schedule and punctuality requirements
  • Communicate clearly and effectively, both orally and in writing

 

 

All job offers are contingent upon completion of drug and background checks.

 

GC Services is an equal opportunity employer: M/F/Disabled/Vet

 

 

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