Reports to: Quality Assurance Manager

Responsibilities:

  • Monitor and score inbound and outbound calls taken by call center representatives
  • Quality Call Auditing and scoring of team managers monitored calls 
  • Review and score live chats and e-mail correspondence between the customer and the call center representative 
  • Quality Auditing of live chats and e-mail correspondence of the team mangers monitors
  • Provide qualitative feedback on compliance, customer experience, and call center representative accuracy
  • Proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings
  • Quality Reporting of Quality Analysis Measurement of trends
  • Facilitate calibration sessions with the call center to ensure scoring accuracy and share best practices for coaching and monitoring
  • Recommend procedural changes and training opportunities to department management
  • Complete Quality training to team managers, and do one-on-one coaching side by sides with team managers
  • Executive Presentation’s and Executive Pitch’s completed on Quality findings and reporting’s
  • Customer satisfaction survey reporting, working with a third party vendor on customer satisfaction survey process
  • Contacting customers when necessary to do so in regards to their complaints
  • Serve as an integral part of the Call Monitoring team through collaboration and sharing of best practices with fellow coworkers
  • Initiate and implement ideas and suggestions to better the team, the department, and the company
  • Ensure department is compliant with Enova Financial and legal regulations
  • Light travel to the Gurnee, IL call center
  • Perform other duties as assigned

Qualifications:

  • Minimum of 1 to 2 years in a call center quality assurance environment monitoring inbound/outbound employee calls 
  • Ability to monitor and score bi-lingual calls, with the ability to write and script bi-lingual verbiage (Candidate must be fluent in Spanish)
  • Prefer experienced in quality call auditing
  • Experience with coaching and using a consultative approach towards delivering feedback
  • Proven track record for quantitative and qualitative monitoring results
  • Experience in the financial industry preferred
  • College degree preferred
  • A proactive problem solving hit the ground running self starter
  • Effective verbal and written communication skills
  • Exceptional time management and organizational skills
  • Ability to work effectively and efficiently remotely
  • A strong positive attitude towards teammates, the company, the management, and projects
  • Advanced skills in Excel and PowerPoint required and knowledge of SQL is preferred

Please submit resumes to: recruiting@enovafinancial.com