The call monitoring analyst will review a defined percentage of calls each month for the specified Line of Business to ensure that a high quality, knowledgeable, compliant experience is being offered. The analyst will score calls, maintain the call monitoring database, generate reporting, identify and perform training as a result of the analysis.
* Listen to and score calls each month as defined by call monitoring policy * Refine scoring system over time as process and discipline evolve * Maintain call monitoring scoring database and improve over time * Identify gaps to performance standards as described by the Line of Business and perform / coordinate training as necessary * Enforce call monitoring policy at manager level to ensure management is participation * Communicate out findings in an effective and disciplined manner * Perform other related duties as required and assigned * Demonstrate behaviors which are aligned with the organization's desired culture and values
Ideal Candidate will have the following:
* Details-oriented individual with an ability to maintain focus on a task and improve process * Ability to communicate effectively, work with data, and present to groups. * Familiarity with Excel, Word, and PowerPoint * Sales or mortgage experience a plus * Must be highly proficient in Excel and Word * Must be a team player with strong attention to detail and able to work independently * Proven track record at delivering timely and accurate information in a fast-paced environment * Excellent critical thinking, problem solving, mathematical skills and sound judgment * Financial Services and, if possible, mortgage industry experience preferred * Strong business acumen and ability to interface with executive management
Years of Experience: 1 Education:Bachelor's Degree
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