HELOC Senior Quality Assurance Representative at Mount Laurel

The focus of the Quality Assurance team is coaching team players on behaviors that enhance the Customer Experience. Quality Representatives support various Servicing departments and Outsourced Vendors by monitoring telephone calls and emails between team players and customers.

Employees are required to successfully complete annual mandatory training requirements and department specific training, as defined by management.

Responsibilities include:
Utilizing Quality Vendor monitoring data to coach team players on behaviors that impact the overall customer experience
Enforcing policy and procedure adherence by monitoring customer interaction with team players
Prepare training modules based on trends from quality vendor data
Hosting Internal/External focus groups with PHH clients
Listen to calls, score and evaluate based on PHH monitoring parameters and expectations
Assisting in development of new Call Center Representatives
Participating in live calibrations with PHH clients
Participates in development of training programs based on trends found through quality vendor data
Participates in quality initiatives to increase morale in Call Centers
Provides backup assistance to all Call Centers/Operations as volume dictates
Will maintain a pro-company attitude at all sites
Conducts on-site training sessions for new Team Players for applicable business procedures
Conducts on-site training sessions/desk coaching for all procedural changes and updates
Assists HELOC Leadership with projects related to the development of the Team quality

Requirements
High School Diploma or equivalent required.
Minimum of two (2) years of customer service or collections experience required.
Must be flexible and have good time management and excellent organizational skills
Must be able to work independently or with a team.
Must be able to communicate effectively and interact professionally with leadership of various departments.
Must have a good working knowledge of CPI/ALLTEL servicing platform and the ability to handle multiple tasks.


Country: USA, State: New Jersey, City: Mount Laurel, Company: PHH Mortgage.