Call Center Quality Assurance Representative

United Collection Bureau Inc. is a national firm providing accounts receivable management services to healthcare facilities, financial services businesses and government entities. We know how important having a team of experts is to our clients, and we believe our people are the key to success. UCB has created a successful culture by creating a fun place to work, hands-on computer based training, and generous benefit programs. Come join our team of experts!

The Quality Assurance Representative monitors phone calls to make sure all UCB employees are in compliance with the rules and regulations of UCB.

Duties and Responsibilities

• Perform 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
• Ensure the employees are giving our customers accurate information in a courteous and professional manner and ensures the employees are complaint with all regulatory guideline
• Track performance of collection agents and teams on call monitoring forms and call monitoring logs
• Provide feedback to Call Center team leaders and managers by providing call recordings and call monitoring forms via email distribution lists
• Identify and recommend procedural improvements
• Answer, route, and log incoming calls from UCB’s dedicated Consumer Escalation Hotline in accordance with established procedures
• Perform other quality related tasks as directed management

Skills Required

• High School Diploma or equivalent
• Good written, verbal, active listening and phone communication skills
• Proficient computer skills
• Basic Excel (data-entry) preferred

Job Types: Full-time, Part-time

Pay: $13.00 - $14.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person