Quality Assurance Representative - (Wise, VA)

SUMMARY The position is responsible for monitoring the telephone interactions of all employees. The Quality Assurance Representative will also be responsible for the coaching and development of all the representatives they monitor. This responsibility includes coordinating the voice interaction with the data from the servicing system to ensure that the customer receives timely, accurate, and full info. Additionally the position is responsible for partnering with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives. ESSENTIAL DUTIES AND Assignments include the following. Other duties may be assigned. Acts as a resource and advisor to account and team through various forms of call monitoring to insure that agents are adhering to policies and procedures when meeting customers' needs and requirements.