Looking for a Quality Assurance in Accounts Receivables Department

Location: Jacksonville
Posted on: January 14, 2021

Job Description:

Quality Assurance Analyst for a Fortune 500 Comp

Job Summary:

Support the daily functions of the Receivables Management team. Responsible for enhanced quality initiatives, call quality monitoring, and ensuring our associates are providing customers with remarkable service through all channels of communication.

Primary Activities and Responsibilities:

? Assist in supervising Receivables Management Associates call quality, e-mail, noting and other external communication

? Participates in design of call monitoring formats and quality standards.

? Performs call/email monitoring and provides data management team.

? Uses quality monitoring data to compile and track performance at team and individual level.

? Coordinates and facilitates call calibration sessions with management team

? Provides feedback to management and associates

? Prepares and analyzes internal and external quality reports for management staff review.

? Provides actionable data to various internal support groups as needed

? Audit e-mails and system notes to ensure service levels are being met

? Assist in pulling metrics and preparing departmental reports using Oracle and Avaya Call Management System (CMS).

? Identify and communicate process improvement opportunities to leadership team

? Act as a role model for Receivables Management Associates

? Attend required skill enhancement courses.

? Miscellaneous activities and responsibilities as assigned by manager.

Minimum Qualifications:

? Associate's degree from an accredited institution required

? 3 or more years of supervisory experience required in Customer Service or other Supervisory role

? Excellent oral, written and interpersonal communication skills.

? Exceptional listening and analytical skills.

? Intermediate level of knowledge/expertise with PC hardware and software (Word and Excel).

? Strong knowledge of customer care processes and techniques.

? Demonstrated ability to work well in a team environment.

? Dedication to providing exceptional customer service.

Equivalent Minimum Qualifications:

? High School Diploma/ GED from an accredited institution required

? 5 or more years of supervisory experience required in Customer Service or other supervisory role

Preferred Qualifications

In addition to meeting the above qualifications, any of the following are preferred:

? Bachelor?s degree in Business Administration Sales, and Marketing

? 1 or more years of supervisory experience in Process Improvement, Customer Billing and Collections, Customer Service, Accounting, Finance, Sales, or Marketing

? Certifications/Licenses: Lean or Six Sigma certifications

Knowledge and Skills:

? Commitment to excellent customer service

? Excellent written and verbal communication

? Ability to drive and manage change

? Strong Analyzing/Problem solving skills

? Strong attention to detail, goal oriented abilities

? Ability to prioritize and manage multiple responsibilities

? Drive for Results

? Strong attention to detail, goal oriented abilities

? Ability to prioritize and manage multiple responsibilities

? Teamwork and team building skills

? Process management skills

? Knowledge of implementing Lean or Six Sigma methodologies We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.

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