Role Description: As a Senior Executive in Service Quality, you will play a pivotal role in ensuring the highest level of customer satisfaction and service excellence within our organization. You will be responsible for overseeing and improving service quality standards, analyzing customer feedback, and implementing strategies to enhance overall service delivery.
Roles & Responsibilities
- Monitor collection calls meticulously to ensure adherence to federal and state regulations, offering constructive feedback to enhance compliance among collectors.
- Scrutinize collection calls to assess the effectiveness of collection techniques and the accuracy of messages conveyed to customers.
- Collaborate with operations and training departments to enhance collector performance by focusing on call quality, productivity, customer service, and alignment with client and company standards.
- Conduct thorough file audits as required to verify that our services consistently meet or surpass client standards for account management, providing actionable feedback to improve performance.
- Take proactive measures, including corrective actions and disciplinary measures, when collectors violate federal and state laws identified during call monitoring, and maintain comprehensive records of such violations.
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Expected/Key Results
- Engage in communication with operations management.
- Establish external contacts with approved sources for information.
- Contribute to the training and growth of emerging Quality Assurance Specialists.
- Participate actively in monthly calibration sessions.
- Execute special projects as required or delegated by management.
- Aid in the onboarding and training of new hires
