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CMG: Quality Assurance Representative

Company: GC Services Limited Partnership
Location: Tucson
Posted on: January 13, 2022

Job Description:

Performs call monitoring activities to review and critique 3 rd party collections calls based on standards set forth by GC Services and its clients. Provides feedback to Account Representatives and management for coaching purposes. Analyzes account activity to ensure proper handling.

Responsibilities
Evaluate recorded telephone calls/activities to ensure debt collectors' compliance with GC Services policies, client guidelines, and legal restrictions
Provide feedback to managers regarding employees' progress or lack of progress as a result of observations made during the telephone monitoring process
Log and maintain individual and group results, to be utilized by management for the purpose of personnel development
Audit account actions for proper handling and status changes based on client requirements
Provide feedback and advise managers on account actions based on compliance results
Adhere to Company attendance, punctuality, and meal and rest break requirements
Maintain concentration and focus in order to meet performance goals
React positively to an ongoing, changing environment
Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals
Maintain good working relationship with assigned supervisors and coworkers
Work safely without presenting a threat to self or others
Perform additional duties as required by management

Qualifications
Education:
High School Diploma or GED is required

Experience:
6 months tenure at GC Services or 6 months experience in a Quality Assurance/Control or Quality Audit position

Computer Experience:
Must be able to type quickly and accurately, use a mouse effectively, and have a basic understanding of Windows-based operating systems.

Skills & Abilities:
Demonstrate a thorough understanding of Quality Assurance practices
Ability to analyze calls to determine compliance with client and legal requirement.
Ability to adapt to changes in client requirements, systems, and procedures
Basic PC proficiency with MS Office (particularly Excel)
Ability to communicate effectively in English, both orally and in writing. Additional ability to communicate in Spanish is preferred
Write in a clear and concise manner
Manage time effectively.
Solve problems or issues that may come up.
Concentrate and focus for extended periods of time
Cope with high-stress and changing environment

Remain alert at all times

Adhere to policies and procedures

Adhere to work schedule and punctuality requirements

Communicate clearly and effectively, both orally and in writing

All job offers are contingent upon completion of drug and background checks.

GC Services is an equal opportunity employer: M/F/Disabled/Vet

Keywords: GC Services Limited Partnership, Tucson , CMG: Quality Assurance Representative, Other , Tucson, Arizona

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