Customer Service - Quality Control

The position will be primarily responsible for listening to Collection & Customer Service calls, researching/analyzing quality trends, and evaluating data to understand customer impact. The project is ends at the end of October. Part time and full time needed. Office is located in downtown Austin but can be performed remotely. DUTIES AND RESPONSIBILITIES -Live listening to customer service and collections calls -Using approved quality assurance scorecard provided in Microsoft Excel spreadsheet, score each call. -Identify coaching opportunities for agents and consistent areas of deficiency across agents for retraining opportunities. -Report to Quality Assurance Manager -Daily debrief via phone or email with Quality Assurance Manager -Identify regulatory and compliance concerns -Evaluating data to understand customer experience trending and voice of the customer concerns EDUCATION / EXPERIENCE REQUIREMENTS -Associates Degree or higher -Minimum of 3+ years in financial services, collections, customer service, call center environment -Self-motivated, detail oriented -Awareness that any level of customer dissatisfaction is a concern and needs a 2nd look SKILLS DESIRED -Strong interpersonal, written, and oral communication skills -Strong computer skills, including Outlook, Word, Excel or similar applications