Quality Assurance Representative

Company: United Collection Bureau
Location: Toledo
Posted on: January 12, 2021

Job Description:

Quality Assurance personnel monitor phone calls to make sure all UCB employees are in compliance with the rules and regulations of UCB.* Performs call monitors as required by the Corporate Call Monitoring Procedure to ensure call center employees are compliant with UCB policies and procedures and that they provide excellent customer service when speaking to customers.* Ensures the employees are giving our customers accurate information in a courteous and professional manner.* Ensures the employees are complaint with all regulatory guidelines.* Tracks performance of collection agents and teams on call monitoring forms and call monitoring logs.* Provides feedback to call center team leaders and managers by providing call recordings and call monitoring forms via email distribution lists.* Identifying and recommending procedural improvements.* Answer, route, and log incoming calls from UCB's dedicated Consumer Escalation Hotline in accordance with established procedures.* Complete client-specific monthly requirements as directed by your manager.* Perform other quality related tasks as directed by your manager.Benefits Include* Health Insurance* Dental Insurance* Vision Insurance* Life Insurance* Earned Time-Off* Vacation Pay* Holiday Pay* Retirement 401-k Plan* Flexible Spending Account* Direct DepositJob Type: Full-timePay: $10.00 - $11.00 per hourJob Requirements:Schedule:Monday 9:00am - 6:00pmTuesday-Friday 8:00am - 5:00pm(schedule may be subject to change

Keywords: United Collection Bureau, Toledo , Quality Assurance Representative, Other , Toledo, Ohio