Call Center Quality Auditor

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Job Title: Call Center Quality Auditor

FLSA Status: Non-Exempt

Department: Call Center

Reports to: Call Center Manager

Who are we? What do we do? Company Overview:

Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions. While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.

What’s the culture like at Proctor Loan Protector?

At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth. As we continue to grow and expand, this allows us to offer career paths and opportunities. We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.

What can I expect from working at Proctor Loan Protector?

• Fun work environment with a variety of work
• Being part of a team
• Career growth
• Ability to highlight your skills
• Feel valued
• Great benefits, pay and culture

Tell me more about this role, what would I be doing?

Summary:

The Call Center Quality Auditor is responsible for assessing the quality of the performance of our call center agents who handle the inbound calls. The Quality Auditor (QA) will monitor inbound and outbound calls to assess the associates’ demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. In addition, QA are responsible for making recommendations for enhancements to training materials as needed to enhance the overall customer experience.

QA may be assigned one of the following lines of business regarding associates and assessments:

• Insurance Tracking
• Loss Drafts
• Mortgage Servicing

Essential Duties and Functions: include the following. Other duties may be assigned.

• Performs call monitoring and coaching evaluations for assigned staff
• Provides feedback to call center agents
• Participates in design of call monitoring formats and quality standards
• Participates in customer and client calibrations
• Performs call monitoring and provides trend data to Call Center management team
• Uses quality monitoring system to compile and track performance at team and individual level
• Excellent organization skills with the ability to work as a team and independently
• Ability to multi-task between various software programs
• Assist with call volume as needed
• Problem solving and problem resolution skills
• Handle questions and complaints in compliance with state regulations where applicable
• Solid analytical skills
• Provide continuous training and back up support to teammates
• Other duties as assigned

Competencies:

• Customer/Client Focus – the tendency to strive to exceed customer expectations. Effectively elicit first-hand customer information and use it to resolve their queries.
• Problem Solving – the ability to solve problems and understand complex and unfamiliar information. Readily learn and apply new information and skills on the job.
• Planning/Organizing – the individual prioritizes and plans work activities and uses time efficiently.
• Interpersonal Skills – the individual maintains confidentiality, remains open to others’ ideas and exhibits willingness to try new things.
• Oral Communication – the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
• Written Communication – the individual edits work for spelling and grammar, presents numerical data effectively and can read and interpret written information.
• Quality Control – the individual demonstrates accuracy, thoroughness, and monitors own work to ensure standards are achieved.
• Adaptability – the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.
• Safety and security – the individual observe safety and security procedures and uses equipment and materials properly.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Required:

• High school diploma/GED
• 2 – 3 years Call Center experience
• Proficient with MS Office
• Focus on quality and customer service
• Exceptional listening and analytical skills
• Solid time management skills
• Ability to maintain a high level of confidentiality

Preferred

• Excellent interpersonal communication skills
• Ability to adapt well to change and successfully set and adjust priorities as needed

Physical Requirements Necessary on a Regular Basis:

Repetitive motion. Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day. Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day. Vision sufficient for use of a computer monitor. Sedentary position. Ability to sit at a desk 7-8 hours per day. Worker not substantially exposed to adverse environmental conditions.

Pay Ranges:

Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more. We offer competitive pay while still allowing for compensation growth within the position and company.

This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.

EEO Statement:

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Proctor Loan Protector provides equal employment opportunities (EEO) to all employees and applicants including Veterans and those with disabilities. 

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance 
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself 

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”. 

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