Job Description:
• Monitor 2-4 lines of business
• Higher Targets - Regularly exceeding minimal targets by 5%
• Daily call monitoring per the predefined sampling criteria
• Analyze quality of calls by focusing on regulatory requirements, sales and service procedures, accuracy of information given and collected, and delivering on Americor’s Customer Experience standards
• Communicate findings with relevant managers and team members
• Other activities as assigned.
Requirements:
• Minimum of 6 months of call monitoring experience
• High school diploma or equivalent required
• Bachelor's degree preferred
• Exceptional listening and analytical skills
• Strong knowledge of call center processes, procedures, and techniques
• Great attention to detail, with the ability to effectively apply policies and procedures to various situations
• Superior time management, multitasking, and organizational skills with the ability to meet strict deadlines.
Benefits:
• Ongoing training and development
• Opportunity for career advancement
• Medical
• Dental
• Vision
• Company Paid Group Life / AD&D Insurance
• Paid Holidays, and 2 Floating Holiday Days to use at will
• Paid Time Off
• Flexible Spending/HSA
• Employee Assistance Program (EAP)
• 401(k) match
• Referral Program