Quality Assurance Call Monitor

Department: Training and Phone Quality Assurance

Reports to: Training and Quality Assurance Representative

Compensation: $17-$20/hour DOE

Company Overview:
JT Legal Group, APC aka Luchadores Legales is seeking an Quality Assurance Representative to join our team. The candidate will work with our amazing marketing team and assist with various aspects of calls at the firm.

The candidate should know Spanish, but exceptions may be made depending on experience.

Position Purpose:
The Quality Assurance Call Monitor is responsible for ensuring that all calls adhere to the quality guidelines as set forth by JT Legal Group. The CAM achieves this objective by constantly monitoring the calls, scoring these monitors, and providing feedback to the associates and or management team.

Responsibilities

• Monitor in bound & outbound calls from clients.
• Conducts call scoring audit for each call monitored and weekly calibration sessions.
• Communicates and reports call performance to the appropriate manager / supervisor.
• Maintain call monitoring database metrics all employees.
• Provide recorded call conversations to supervisors for associate coaching sessions.
• Alert appropriate supervisor / leadership to unusual or inappropriate calls by associates

Education and Experience Requirements

• High School Diploma or general education degree (GED); or one to three years of related experience and/or training; or equivalent combination of education and experience
• Excellent oral and written communication skills including good grammar, spelling, and the ability to write both formally and casually.

Knowledge, Skills, and Abilities

• Organizational Skills
• Analytical Skills
• Customer Service Skills
• Team Development Skills
• Time Management Skills
• 2 4 years of quality control experience
• Knowledge of Microsoft Office
• Basic computing skills
• Ability to multi-task
• Strong listening skills
• At least 2-year customer service and/or sales experience preferred.
• Able to work independently or as part of a team.
• Dependability regarding completion of assignments and attendance

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Preferred)

Experience:

• Quality Assurance: 1 year (Preferred)
• Customer Service: 1 year (Preferred)

Language:

• Spanish (Required)

Work Location: One location