Gabriela Vargas

Monitor incoming and outgoing calls to ensure meeting quality standards, compliance requirements and adherence to policies and procedures. Provide feedback and identify performance improvement opportunities and training needs. Make recommendations based on findings. Administer the quality monitoring system via Noble. Pull performance reports tracking evaluation results. Review and analyze data to identify trends, measure quality performance, and ensure regulatory compliance. Perform calibrations with business units. Provide weekly status and data reports to management. Assist in the development and revision of evaluation forms, guidelines and reports as needed. Assist in the development of presentation material and in making presentations as needed. Essential duties and responsibilities

• Monitors recorded calls for consistency in adherence to department guidelines, policies and procedures.

• Provides subject matter expertise to review, update and maintain all relevant quality monitoring content.

• Participates in the design of the monitoring formats and quality standards, on an on-going basis.

• Uses quality monitoring data to compile and track performance of teams and individuals.

• Facilitates calibrating sessions to ensure consistency and accuracy.

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

• Administrates Call Monitoring system

• Responsible for tracking call review activities, identifying potential problems and communicating to management.

• Responsible for identifying and recommending training needs indicated by call review results and trends.

• Provide constructive feedback to improve performance.

• Other duties as assigned