| Company: | Educational Computer Systems, Inc.
Coraopolis, PA |
| Job Location: |
Coraopolis - Allegheny County
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| Employment Type: | Part Time |
| Department: | Call Center Operations |
| Salary Range: | Base Salary Commensurate with experience |
| Benefits: | 401K Package |
Description: |
Company Background
Headquartered in Pittsburgh, Pennsylvania, ECSI is the nation’s leading student loan management and higher education business solutions provider to more than 1300 colleges and universities across the country.
Having serviced more than 7 million loans throughout its history, the company offers the most complete and comprehensive solutions, which include: Student Loan Billing Services, Tuition Payment Plans, Refund Management, Tax Form Processing, eCommerce and Delinquent Receivable Management Services.
Today, the company continues to grow in its current markets, leveraging its technology enabled services platform and dominant market position. ECSI has taken a strong leadership position and broken out of the competitive pack as the nationally recognized market leader. This has had a dramatic impact on the business, as the rate of sales is accelerating at the same time operational efficiencies are resulting.
ECSI’s service levels continue to improve, its rate of automated processes such as electronic bill presentment and payment have further improved net profits. Campus based products provide 15 year loan agreements with individual borrowers. This has created tremendous visibility allowing the company to invest in its technology platform and in expanding its product offering.
Position Summary:
The role of the Quality Assurance Specialist has functional responsibility for ECSI’s Call Center quality monitoring and coaching program. This includes listening to and scoring calls based on the established quality assurance guidelines and goals, providing effective and consistent quality monitoring and coaching to all associates, ensuring consistent application and results from the quality monitoring program and supporting call center management efforts to build high performing teams that meet established quality standards. The Quality Assurance Specialist will also communicate widespread deficiencies identified through call monitoring that need to be addressed through department training to ensure ECSI is delivering exceptional customer service. |
Duties: |
Essential Duties and Responsibilities
• Listen to and score the established number of calls for each associate each month
• Schedule and deliver call monitor one on ones to associates in accordance with the established guidelines of the Quality Assurance Program
• Provide effective positive and deficient feedback and coaching to associates in line with the quality assurance programs guidelines and ECSI’s goal of exceptional customer service
• Ensure consistency and success of QA program (monitoring and coaching) through ongoing reporting of schedule and results to Quality Assurance Manager
• Compile reports of quality monitoring results, identifying areas in need of improvement, and notes from each associate one on one to provide the associate’s supervisor with feedback for performance management and improvement plans
• Ability to influence culture changes that result in improvement in ECSI’s customer service initiatives
• All other duties assigned
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Qualifications: |
Experience, Education and Licensure
• College degree preferred or 5-10 years equivalent combination of education and experience
• Customer service background, soft skills training and experience with quality assurance program objectives
• Experience scheduling and tracking multiple people and objectives to meet established goals and deadlines
• Analytical skills and ability to effectively assess learning needs and determine appropriate short and long term training requirements
• Experience working within a financial services organization and student loan services
Language Skills
• Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers. Ability to utilize verbal skills to de-escalate highly dissatisfied customers without supervisor intervention.
• Bilingual Spanish speaking ability is a plus.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time
• The noise level in the work environment is usually moderate
**ECSI is an Equal Opportunity Employer** |
