- Ensure required number of calls and correspondence items are audited to align with client and internal expectations
- Assist in performing quality audits of call center calls and correspondence responses
- Maintain quality tools and quality reports
- Analyze trends in quality results and determine areas of opportunity for improving individual, team, and site-wide performance
- Liaison with training to enhance new hire and refresher training content to improve quality scores
- Calibrate quality standards with site leadership, corporate compliance department, and client liaisons – ensure shared understanding and ensure internal expectations align with client expectations
- Ensure all approved verbal and written responses within the call center are in alignment with applicable consumer advocate laws and rules
- Assist in logging, investigating, and responding to advanced escalations
- Assist the Operation performing user acceptance tests and reporting to Development team when there are bugs or issues that need to be attended
- Prioritize all assigned tasks to ensure on time completion
- Provide regular updates to keep end users / management informed of progress and issues
- Complete special projects as assigned, incorporating basic project management methodologies
- Assist with automation of tasks
- Partner with IT to review changes and impacts of changes
- High School Diploma (Additional equivalent education above the required minimum can substitute for the experience)
- Must live in Puerto Rico
- 0-2 years audit/quality experience with the demonstrated ability to create and generate reports using applicable business systems that accurately and efficiently reflect business results, trends, issues and compliance.
- 2 years of experience in a customer service, collections or call center environment
- Proficient in Microsoft Office applications, specifically Excel, Access and PowerPoint
- Associates Degree or 2+ years of post secondary education preferred
- Previous project experience either as a lead or key participant
- Demonstrated ability to compile results and present in a clear, concise and accurate manner.
Senior Quality Advocate - Guaynabo, Puerto Rico - Navient Solutions
Descripción
Professional Account Management performs parking and tolling processing, citation management and debt collection services for city, municipal and state agencies. Team members supporting the tolling processing and management services are based in Puerto Rico.
The Senior Quality Advocate is responsible for monitoring and auditing letters, emails, correspondence, payments and processes that are a direct result of phone calls or operations. This individual will be responsible for auditing work to ensure that we remain in compliance with contract guidelines. Responsible for generating reports, analyzing data, and making suggestions for improved performance.
This position is Remote/Hybrid. Must be able to come into the Guaynabo, PR office as needed.
Audit and Quality Reviews
Project Management
Other
MINIMUM REQUIREMENTS :
PREFERRED QUALIFICATIONS :