Quality Monitoring Representative

About the role

The Quality Monitoring Representative will evaluate call center interactions, provide coaching, and ensure compliance with customer service standards, CCS policies, and relevant regulations. This role supports both new hires and existing agents by reviewing performance and delivering constructive feedback.

Key responsibilities

• Complete Quality Monitoring reports and conduct review sessions with agents.
• Monitor and coach assigned Customer Service Associates.
• Participate in calibration sessions and provide feedback to supervisors and managers.
• Assist in developing script enhancements and training suggestions.
• Maintain accurate documentation of associate progress and compliance.
• Occasionally perform agent duties, including dialing and travel to other offices as needed.

Required profile

• High School Diploma or equivalent.
• Strong listening, speaking, reading, and writing abilities.
• Prior call‑center or collection experience preferred.
• Moderate typing speed (35 wpm) and basic math skills.
• Ability to follow a consistent full‑time schedule.

Required skills

• Microsoft Access
• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel