Quality Control & Compliance Monitor
Tracking Code
302502-773
Job Description

Quality Control & Compliance Monitor

ZC Sterling Corporation

ZC Sterling and its subsidiaries have served the mortgage industry for more than 30 years and the homebuilder industry for more than 55 years. ZC Sterling's philosophy of service-driven innovation is what makes us a leading provider of specialty insurance and outsourcing solutions provider for the mortgage, homebuilder and insurance industries.

ZC Sterling's industry-recognized serviced are provided by more than 1200 employees from offices across the country in Atlanta, Georgia; Irvine, California; West Hills, California; Raleigh, North Carolina; Jacksonville, Florida; Harlan, Iowa; Lincoln, Nebraska; Taos, New Mexico; Dallas, TX.

Position Summary:

Under the direction of the Quality Control & Compliance Manager, this position is responsible to monitor and evaluate the call quality of Customer Service and Sales agents in our Lincoln & Harlan call centers for Consumer Marketing.

 Duties and Responsibilities:

    * Monitor the interaction of representatives and customers & evaluate the performance of our representative based on established call monitoring criteria.
    * Ensure that representatives follow the established standards of call quality.
    * Provide coaching and direction to Supervisors & Representatives to assist their progress.
    * Assist the Quality Control Manager by reporting monitoring outcomes.
    * Assist in development of call-handling strategies.
    * Work closely with Training Department to identify training needs.

Job Requirements:

    * AA degree in communication or related field or equivalent education and experience 
    * Minimum 2-3 years experience in telephone sales
    * 1-2 years experience monitoring and providing feedback
    * Excellent written and verbal communication skills including the ability to create concise, easily understood feedback
    * Ability to work independently and set personal goals as well as work within a team environment
    * Strong computer skills including MS Office
    * Dependable, and able to take action with minimal direction

 Working Conditions:

    * Work involves operation of a computer and a phone for six to eight hours daily
    * This position will be located in Atlanta, GA & report to a manager in Irvine, CA.

 
Required Experience

At ZC Sterling, our employees are our greatest asset.

Like any company or individual, ZC Sterling wants to protect its assets. That’s why we offer a comprehensive and competitive benefit program to our employees.  Our benefits include Medical, Dental, company paid vision (employee coverage), STD, LTD and 2x’s salary life insurance.  We also offer:  Casual Dress, Discount Banking/Credit Union, Service Awards, Team & Individual Recognition Bonuses and Work/Life Balance.

ZC Sterling is an equal opportunity employer. It is the policy of ZC Sterling that all employees and applicants for employment will be treated in all respects on the basis of their merit and qualifications and without regard to their race, color, national origin, age, disability, sexual orientation, religion, gender, military status, marital status or ancestry.
Job Location
Atlanta, GA, US.
Position Type
Full-Time/Regular