Quality Control / Quality Assurance Admin III Correspondence

Description & Requirements

The Quality Control / Quality Assurance Admin III will provide quality control reviews for functions supporting the Debt Management Collection Services (DMCS) program.

Essential Duties and Responsibilities:
- Works on assignments that are moderately difficult, requiring judgement in resolving issues.
- Follow procedures and directions to assess the quality of service provided through monitoring incoming calls and other work types which focusing on the quality 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 quality and performance standards.
- Provide feedback on call monitoring results.
- Evaluate recorded and/or transcribed interactions of a complex nature between the caller/chatter/correspondent and the worker, and provide appropriate context of ratings.

Responsibilities:



* Monitor and evaluate correspondence activities and complete scorecards to assess each item for accuracy, account actions, completeness, correct spelling and grammar, and adherence to contract requirements and provide a constructive assessment.


* Maintain and update databases, score cards, reports, and documents with high degree of accuracy.


* Provide and receive constructive feedback on correspondence quality and department tasks.


* Maintain up-to-date knowledge of federal regulations, policies, and procedures as they apply to student financial aid.


* Maintain current understanding of the processing procedures.


* Maintain appropriate documentation of correspondence inquiries.


* Utilize available systems, knowledge-base and standard technology such as telephone, e-mail, and web browser to respond to inquiries and perform job duties.


* Identify trends in the information provided by agents to identify areas of improvement and areas that might require additional training.


* Identify accounts requiring escalation, escalating immediately if warranted.


* Perform administrative functions that support the processing of appeals.


* Demonstrate and maintain appropriate judgment with confidential information .


* Organize, lead, or participate in correspondence calibration meetings including the selection of topics to be evaluated and discussed.


* May perform other functions as requested by management within scope of level or occasional support of lower-level functions as business/volume need require.

Minimum Requirements

Minimum Requirements:
- High School diploma or equivalent with 2-4 years of experience.
- Associate degree preferred.
- May have training or education in area of specialization.

• High school diploma or GED required.

• College courses or degree from an accredited college or university preferred.

• Minimum 3 years of related experience required.

• Experience working with DMCS or Federal Student Aid highl...