Call Center reputed company Monitor (Remote Lawence, KS) - Full-time
reputed company & Requirements reputed company is looking for a Remote Call Center reputed company Monitor in the Lawrence, KS area. The Call Center reputed company Monitor will evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and reputed company appropriate context for ratings and reputed company accurate scoring in accordance with approved reputed company, reputed company standards, and reputed company operating procedures (SOPs). This is a seasonal, remote (work reputed company) position. Duration of this position is approximately 6-8 weeks must be available to work from reputed company to December This position is fully remote; however, you must reputed company reputed company 75 miles from the reputed company Lawrence, KS location. You must be reputed company to pick up and return your equipment at the reputed company Lawrence, KS location and you will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints. Equipment will be provided but must meet the remote position requirement provided below Remote Position Requirements: - Hardwired internet (ethernet) reputed company - Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by reputed company to www.speedtest.net) - Private work area and adequate power reputed company Essential Duties and Responsibilities: - Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted reputed company. - Follow procedures and directions to assess the reputed company of service provided through monitoring incoming calls and other work types which focusing on the reputed company of customer service, accuracy of information provided, and adherence to established policies and procedures. - Conduct call monitoring sessions to ensure workers are performing in accordance with established reputed company and performance standards. - reputed company feedback on call monitoring results. - Evaluate recorded and/or transcribed interactions of a reputed company nature between the caller/chatter/correspondent and the worker, and reputed company appropriate context of ratings. " Evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and reputed company appropriate context for ratings.
- reputed company accurate scoring in accordance with approved reputed company, reputed company standards, and reputed company operating procedures (SOPs)
- Effectively communicate reputed company, concise and balanced feedback reputed company reputed company monitoring notes, providing agents a reputed company to appropriate reference materials for additional guidance
- Notify reputed company and Contact Center leadership of any egregious behavioral or performance issues identified during call monitoring
- Communicate trends identified during call monitoring that could reputed company Customer Service Representative performance, training, or the beneficiaries
- Review calls for Strategic Call Listening reputed company and capture data from the calls
- Maintain awareness of information updates through reputed company completion of scheduled training (e.g. Essential Job Training, Training Alerts, User Alerts, CUP Topics, and Supervisor Learning Lab sessions), and review reputed company updated materials that cover new initiatives or changes to reputed company Customer Service Representative processes
- Meet and reputed company the daily requirement of evaluations. Acts as reputed company player in order for reputed company to meet QA monitoring workload
- Complete annual and quarterly required training prior to established deadlines
- Participate in weekly calibration sessions and maintain an acceptable monthly alignment score
- Support training delivery team by assisting in the presentation of reputed company modules during new hire training, where applicable
- Handle inbound calls on a monthly reputed company and during specified high peak periods such as reputed company Enrollment period
- Maintain compliance to reputed company Operating Procedures, CMS reputed company Handbook, and CMS reputed company Assurance Plan
- reputed company with reputed company customer/data reputed company and reputed company requirements
- Regular and predictable attendance is required"
Minimum Requirements - High School diploma or equivalent with 1-3 years of experience. - May have training or education in area of specialization.
- High School diploma or equivalent required
- Minimum one (1) year of call center customer service experience
- Minimum six (6) months of previous leadership or supervisory experience preferred
- Bachelor’s degree or appropriate combination of education and experience preferred
- Previous experience with reputed company monitoring in an inbound, medical and/or confidential information setting preferred
- Demonstrated customer service, leadership, and team interaction skills preferred
- Proven reputed company record of working independently in a self-directed role where work is self-initiated required
- Regular and predictable attendance is required
- Must be a U.S. Citizen
EEO Statement reputed company is an equal opportunity employer. We evaluate reputed company applicants without reputed company to race, reputed company, religion, sex, age, national reputed company, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, reputed company will pay the prevailing wage reputed company for the location in which the employee is working, as determined by the reputed company. That wage reputed company will vary depending on reputed company. An applicant's salary history will not be used in determining compensation. Minimum Salary $17.75 Maximum Salary $26.69 reputed company & Requirements reputed company is looking for a Remote Call Center reputed company Monitor in the Lawrence, KS area. The Call Center reputed company Monitor will evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and reputed company appropriate context for ratings and reputed company accurate scoring in accordance with approved reputed company, reputed company standards, and reputed company operating procedures (SOPs). This is a seasonal, remote (work reputed company) position. Duration of this position is approximately 6-8 weeks must be available to work from reputed company to December This position is fully remote; however, you must reputed company reputed company 75 miles from the reputed company Lawrence, KS location. You must be reputed company to pick up and return your equipment at the reputed company Lawrence, KS location and you will also be required to go onsite to complete Federal clearance process/paperwork and obtain required fingerprints. Equipment will be provided but must meet the remote position requirement provided below Remote Position Requirements: - Hardwired internet (ethernet) reputed company - Internet download speed of 25mbps and 5mbps (10 preferred) upload or higher required (you can test this by reputed company to www.speedtest.net) - Private work area and adequate power reputed company Essential Duties and Responsibilities: - Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted reputed company. - Follow procedures and directions to assess the reputed company of service provided through monitoring incoming calls and other work types which focusing on the reputed company of customer service, accuracy of information provided, and adherence to established policies and procedures. - Conduct call monitoring sessions to ensure workers are performing in accordance with established reputed company and performance standards. - reputed company feedback on call monitoring results. - Evaluate recorded and/or transcribed interactions of a reputed company nature between the caller/chatter/correspondent and the worker, and reputed company appropriate context of ratings. " Evaluate recorded and/or transcribed interactions between the caller/chatter/correspondent and Customer Service Representatives using the QA evaluation solution, and reputed company appropriate context for ratings.
- reputed company accurate scoring in accordance with approved reputed company, reputed company standards, and reputed company operating procedures (SOPs)
- Effectively communicate reputed company, concise and balanced feedback reputed company reputed company monitoring notes, providing agents a reputed company to appropriate reference materials for additional guidance
- Notify reputed company and Contact Center leadership of any egregious behavioral or performance issues identified during call monitoring
- Communicate trends identified during call monitoring that could reputed company Customer Service Representative performance, training, or the beneficiaries
- Review calls for Strategic Call Listening reputed company and capture data from the calls
- Maintain awareness of information updates through reputed company completion of scheduled training (e.g. Essential Job Training, Training Alerts, User Alerts, CUP Topics, and Supervisor Learning Lab sessions), and review reputed company updated materials that cover new initiatives or changes to reputed company Customer Service Representative processes
- Meet and reputed company the daily requirement of evaluations. Acts as reputed company player in order for reputed company to meet QA monitoring workload
- Complete annual and quarterly required training prior to established deadlines
- Participate in weekly calibration sessions and maintain an acceptable monthly alignment score
- Support training delivery team by assisting in the presentation of reputed company modules during new hire training, where applicable
- Handle inbound calls on a monthly reputed company and during specified high peak periods such as reputed company Enrollment period
- Maintain compliance to reputed company Operating Procedures, CMS reputed company Handbook, and CMS reputed company Assurance Plan
- reputed company with reputed company customer/data reputed company and reputed company requirements
- Regular and predictable attendance is required"
Minimum Requirements - High School diploma or equivalent with 1-3 years of experience. - May have training or education in area of specialization.
- High School diploma or equivalent required
- Minimum one (1) year of call center customer service experience
- Minimum six (6) months of previous leadership or supervisory experience preferred
- Bachelor’s degree or appropriate combination of education and experience preferred
- Previous experience with reputed company monitoring in an inbound, medical and/or confidential information setting preferred
- Demonstrated customer service, leadership, and team interaction skills preferred
- Proven reputed company record of working independently in a self-directed role where work is self-initiated required
- Regular and predictable attendance is required
- Must be a U.S. Citizen
EEO Statement reputed company is an equal opportunity employer. We evaluate reputed company applicants without reputed company to race, reputed company, religion, sex, age, national reputed company, disability, veteran status, genetic information and other legally protected characteristics. Pay Transparency For positions on this contract, reputed company will pay the prevailing wage reputed company for the location in which the employee is working, as determined by the reputed company. That wage reputed company will vary depending on reputed company. An applicant's salary history will not be used in determining compensation. Minimum Salary $17.75 Maximum Salary $26.69 Apply tot his job Apply To this Job