Senior Supervisor, Quality Monitoring Audit

POSITION SUMMARY:

The Senior Supervisor, Quality Monitoring (QM) Audit is responsible for the oversight of audits by providing direction, support and supervision to the QM Support Representatives in all offices.

 

ESSENTIAL FUNCTIONS:

• Monitors and reviews calls conducted by the Customer Service Agents (CSAs) as required by client audit requests and performed at various frequencies to ensure quality is maintained.
• Utilizes call recording tools to locate and review calls conducted by CSAs.
• Assesses calls using established customer service policies, procedure and practices per CCS and client requirements as well as applicable State and Federal regulations and/or laws.
• Summarizes any coaching opportunities based on call review results and presents findings to operations team Supervisors, Managers, Directors and Executives.  
• Updates spreadsheets and forms based on results from call system history reviews.
• Coordinates and distributes tasks to the team as needed to ensure completion timely completion of audits and deadlines are met.
• Reports trends identified from audits, knowledge checks and other reports assigned by management or requested by clients including call durations, wrap times and other key performance indicators (KPIs).
• Communicates regularly with management to resolve problems and increase operational efficiency of the department.
• Keeps current on Client expectations, CCS collection best practices, policies, procedures, industry techniques and any changes to State or Federal regulations and/or laws.  
• Provides Client specific reporting as requested (i.e. call duration).
• Researches and provides feedback for Duplicate Check rejections.
• Participates in projects such as memo updates and OPSNET Manual enhancements and other improvement initiatives, as assigned
• Works with new associates in a QM Support role in various locations to train and learn all aspects of working in the QM Audit role.
• Provides support and assistance to the department staff by answering questions and providing feedback and suggestions on each individual’s performance
• Oversees staff assignments and schedules as assigned.
• Participates in development of new script enhancements, training suggestions, and follow through with new procedures in positive and constructive manner.
• Maintains, develops and updates appropriate department tools, such as audit instructions, manual, reporting, etc.
• Maintains utmost professionalism, friendliness and customer service by demonstrating respect and regard for all potential clients, visitors and fellow Associates, to ensure a professional, responsible and courteous working environment.
• Provides thorough and accurate coaching, mentoring, and leadership for the QM team and its Associates.
• Reads and interprets documentation, charts, data and account information.
• Promotes effective working relationships as part of a department team and cross-functionally with other departments.
• Tracks and maintains employee payroll and schedules. (i.e. Paycom, Time off requests, staff scheduling, etc.)
• Provides incentives and promotes a positive work environment as well as address corrective action items as needed.
• Travels to other offices will be required.
• Performs other tasks as assigned.
• Ability to maintain a consistent and regular attendance in accordance with an established schedule.              
• Ability to work onsite/in-office and in accordance with CCS and department policies and procedures.

 

QUALIFICATIONS:

• Minimum 1+ year(s) of prior supervisory or leadership experience preferred.
• Minimum 1+ year(s) in a Quality Monitoring, Training, Call Center or Collections position preferred.
• Able to communicate effectively through email, written documents, phone and in-person.
• Able to comprehend written and verbal instructions and execute tasks and/or provide effective follow-up. 
• Strong emphasis on listening, speaking, reading, writing, analyzing, independent thinking, organization, prioritizing, coaching, and planning skills.
• Experience with Key Performance Indicators (KPIs) and quality metrics in a call center preferred.
• Moderate typing skills (35 wpm).
• Must have business proficiency (written and verbal) in English.
• Must have strong problem-solving skills.
• Able to prioritize tasks and manage time efficiently.
• Able to work with others in a team environment to achieve goals.
• High integrity and understanding of the importance of confidentially along with handling sensitive information appropriately.
• Basic PC Skills with preferred familiarity with Microsoft Office applications including Access, Word, PowerPoint and Excel.
• Basic math and written communication skills.
• Bilingual/multilingual language skills desirable.

 

 

EDUCATION REQUIREMENTS

• High school diploma or equivalent required (some college preferred).