- Mass Markets (Wichita, KS)
- …Key Responsibilities: + Supervise QA analysts and oversee daily monitoring of agent interactions. + Conduct calibration sessions to ensure scoring consistency across ... performance gaps and training needs. + Provide coaching and feedback to improve agent quality scores. + Collaborate with Operations and Training to implement quality… more
- Mass Markets (Wichita, KS)
- …Key Responsibilities: + Lead the QA team in monitoring and evaluating agent interactions across various campaigns. + Develop and implement QA frameworks, scorecards, ... regulatory requirements. + Conduct audits, feedback sessions, and coaching to improve agent performance. + Collaborate with stakeholders to align QA initiatives with… more
- Mass Markets (KS)
- …call center environment. + Prior call center experience (as a recruiter or agent ) is strongly preferred. + Strong knowledge of sourcing techniques and recruitment ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (Wichita, KS)
- …SLAs + Possess effective conflict resolution skills (both customer and agent conflict) + Possess time management, planning, organizational and multi-tasking skills ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- PNC (Overland Park, KS)
- …include loan servicing functions such as execution of complex transactions and collections . Attention to detail is critical due to the varying requirements given ... for fulfilling key fiduciary obligations associated with the Banks Agent role; validating construction due diligence requirements; and/or monitoring construction… more
- Mass Markets (Wichita, KS)
- …and SLAs + Possess practical conflict resolution skills (both customer and agent conflict) + Proven leader with advanced time management, planning, organizational ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (Wichita, KS)
- …a related field preferred. + Active, unrestricted credential: EA (Enrolled Agent ), CPA (Certified Public Accountant), or other recognized Tax Preparer credentials. ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (Wichita, KS)
- …diploma or equivalent required. + Active, unrestricted credential: EA (Enrolled Agent ), CPA (Certified Public Accountant), or Tax Preparer credentials. + Active ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more
- Mass Markets (KS)
- …customer satisfaction (CSAT). + Provide ongoing training and development programs to enhance agent skills and knowledge. + Offer guidance and support to team members ... Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections , Customer Experience Provider (CXP), Customer Service, Digital Experience… more