QC/QA Admin III (Limited Service)

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.

- Monitor and evaluate correspondence and phone activities.

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.

- Experience working with DMCS or Federal Student Aid highly preferred.

- Accurate data entry skills.

- Proficient in the use of Microsoft Office products.

- Excellent organizational, written, and verbal communication skills.

- Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

- Ability to work as a team member, as well as independently.

- Ability to write using proper grammar, punctuation, sentence structure and pass a written test.

- Applicants will be required by contract to undergo program update training as student financial assistance programs change, as well as required employee training.

Additional Requirements Per Client:

- Must reside in the ...