Share Email Opening
Title

Call Quality Analyst 

About the Organization Seneca Mortgage Servicing, LLC considers all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran or any other status protected by the applicable law. In addition, Seneca Mortgage Servicing, LLC complies with applicable state and local laws prohibiting discrimination in employment in every jurisdiction in which it maintains facilities. Seneca Mortgage Servicing, LLC also provides 'reasonable accommodations' to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. If you require an accommodation for a disability in order to participate in the application process, please contact the Human Resources department.  
EOE Statement We are an Equal Opportunity Employer.  
Category Quality Control  
Description
  • The role of the Call Quality Analyst is to assess agent performance/behavior in a call center, and to coach and counsel agents to modify their performance/behavior to facilitate a high level of customer service.
  • Areas the analyst study include voice quality and product knowledge, as well as whether representatives stick to their training scripts. They also check to see if a customer is satisfied with the results of the interaction, and end calls in a friendly and professional way.
  • Call Quality Analysts often monitor phone calls to measure performance and help implement the business’s strategic objectives.
  • Call quality monitoring is very vital for any contact center. Its main purpose is to identify the calls failing to meet predefined standards and get the root cause of why.
  • Call Quality Analyst listen to 4 calls per week for 15-18 associates, the calls are randomly chosen for monitoring in a pre-recorded system.
  • The Call Quality Analyst hold weekly side by side coaching sessions with the call center associates to go over best practices.
 
Position Requirements

1. EDUCATION / EXPERIENCE:

  • Prior Call Monitoring experience a plus.
  • Must be able to work posted hours.
  • Team player.
  • High School diploma or equivalent in work experience.
  • Typing or keyboard proficient. Solid PC skills.
  • Strong verbal and written communications skills.
  • Communicate effectively and professionally.

 

2.  ADDITIONAL REQUIREMENT / SKILLS:

  • Detail and goal oriented.
  • Bilingual a plus.

The above description outlines the most significant job functions performed but may include other similar functions or assignments not specifically mentioned.

 
Full-Time/Part-Time Full-Time  
Shift Days  
Position Call Quality Analyst  
Exempt/Non-Exempt Non-Exempt  
Location Seneca Mortgage Servicing - Depew  

This position is currently not accepting applications.

To search for an open position, please go to http://SenecaMortgageServicing.appone.com



WE ALSO RECOMMEND

Other Jobs Within Same Category
Compliance Analyst in Elma, NY
Posted on: 10/15/2014
[Apply Now]


Other Jobs Within 60 Miles
Vice President, Customer Service in Elma, NY
Posted on: 10/10/2014
[Apply Now]

Customer Service Research Analyst in Elma, NY
Posted on: 1/12/2015
[Apply Now]

Customer Service Representative - Part Time 3pm-9pm (or close variation) in Elma, NY
Posted on: 1/23/2015
[Apply Now]

Customer Service Representative - Part Time 10am-3pm (or close variation) in Elma, NY
Posted on: 1/23/2015
[Apply Now]

Compliance Analyst in Elma, NY
Posted on: 10/15/2014
[Apply Now]



Follow us
 


AppOne.comTM   copyrightŠ1999-2015 HR Services, Inc.
Click here for technical assistance.