US Merchant Business Quality Coach I
Full Time
Jeffersonville, IN 47130
Posted
Job description
Every day, Heartland, a Global Payments Company, makes it possible for millions of people to move money between buyers and sellers using our products and unmatched services. Simply, we create meaningful technology centered experiences that enable our customers to prosper. If you want to work like an entrepreneur, support and serve entrepreneurs and bring your expertise to a dynamic team, then Heartland is for you. If it's in your nature to work with a passion to provide tangible solutions for everyone you interact with, then join us and let's see what we can do together.
Summary of This Role
Monitors, evaluates and scores a specified number of calls each month for all clients in order to provide an overall assessment of call center and collections quality. Enters quality scores into a database for tracking and reporting purposes. Quality issues and performance measures are used to ensure the highest level of customer service to cardholders while maintaining the integrity of the client.
What Part Will You Play?
- Further develops familiarity with client specific call scoring criteria while monitoring random inbound/outbound customer service calls and evaluating the quality of calls based on client defined criteria. Provides Customer Service Representatives (CSRs) with constructive feedback and coaching to improve the quality of service provided to the supported client's customers. Creates weekly reports outlining the calls evaluated, team member(s) coached for department management and/or supervisor.
- Participates in client calibration meetings and provides standard responses to basic inquiries during client calibration sessions. Assists in the preparation for client calibration sessions and/or business reviews by performing tasks such as running reports out of call monitoring system, call recording retrieval for client requested call(s), creating a transcript of the requested call(s) and creating two or more business review presentation slides, as directed. May be required to interact with the client, management, and training during client calibration sessions and/or business reviews. Facilitates client calibration sessions as necessary.
- Prepares all necessary information for more experienced Quality Control specialists to respond to client requests for review of certain basic and escalated inbound and/or outbound customer service call(s) by extracting the recording(s) from the system, creating a transcript of the call(s), and organizing any other supporting documentation.
- Acts as a back-up to the customer service team as necessary to resolve customer account inquires during inbound and outbound customer service calls.
- Assists management with basic to moderately complex special projects of minimal/moderate impact. Special projects typically require no more than 25% of the Quality Control Specialist's work week in addition to regularly scheduled tasks.
What Are We Looking For in This Role?
Minimum Qualifications
- High School Diploma or Equivalent
- Typically Minimum 2 Years Relevant Exp
Preferred Qualifications
- 2-4 years related work experience
What Are Our Desired Skills and Capabilities?
- Skills / Knowledge - Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
- Job Complexity - Works on assignments that are routine to moderately difficult, requiring some decision in resolving issues or in making recommendations.
- Supervision - Normally receives little instruction on daily work, general instructions on newly introduced assignments.
- Skills / Knowledge - Knowledge of client polices, departmental procedures and applicable computer applications
Heartland is an equal opportunity employer. Heartland, a Global Payments Company, provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.
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