Quality Control Analyst

WITH EXPERIENCE IN FINANCING AND LENDING COMPANY and FOCUS ON DEBT COLLECTION QC

• Performs call monitoring and provides trend data, quality reports, and feedback to Management
• Reviews responses to clients and provides trend data, quality reports, and feedback to Management
• Ensures effective fraud detection system
• Participates in design of call / email monitoring formats and quality standards.
• Uses a quality monitoring data management system to compile and track performance at team and individual level.
• Participates in listening programs to identify customer needs and expectations.
• Trains agents on how to effectively provide customer and technical support for quality services (business coaching)
• Provides actionable data to various internal support groups as needed.
• Coordinates and facilitates call calibration sessions for agents.
• Perform other duties as assigned.