Contact Center Agent at Epiq Class Action & Claims Solutions in Phoenix, Arizona

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Summary

Tactical Team members are primarily responsible for maintaining client expectations and Service Level agreements around the accurate and timely processing of complaints and customer check reissue requests. Additionally, they are responsible for conducting quality assurance reviews of all front-line agent phone notes, while making necessary corrections and providing written feedback to front-line leadership. Tactical team members serve a quality control function for Epiq to deliver high quality results on client driven initiatives.

Job Responsibilities

• Review notes by frontline contact center inbound agents through the QA Queue software.  During this review, the agent will ensure FAQs, call types, dispositions, requirements for details and the submission of complaints, referrals, and escalations are appropriately administered by the original front-line agent.  Also responsible for accurate and easy to understand written feedback and coaching, as this will be submitted to the frontline leadership following the review.


• Review check reissue and supplemental payment requests from all sources in the queue within Facilitator for quality assurance purposes.  Leverage the resources, FAQs and Case Details for this review, to ensure accurate processing of the reissue of funds per the client’s expectations. Corrections and coaching for front-line agent errors will be handled and provided by tactical agent through writing.


• Perform SR callback requests received from client services while maintaining positive QA reviews on these interactions, and complete various non call related SR requests, such as searching or locating calls and sending to client services, reviewing, or providing evidence requested for audit teams, or any variety of client requests related to call pulls, callbacks, or audit requests.


• Review calls to assess the interaction within the scope of needed observable interactions between the customer and the agent to understand whether the note, check reissue request, supplemental offer, or complaint are viable and detailed.  Master the use of the ICBM program to locate phone interactions to provide to the client upon request, or to update/correct the file in Facilitator.


• Maintain the ability to field inbound calls when there is a need for additional assistance to meet SLA for inbound cases as called for by Workforce Management.

Qualifications

• High school diploma or equivalent


• Ability to effectively communicate with co-workers, peers, and management through written and verbal communication


• Strong attention to detail with the ability to perform repetitive tasks with minimal quality errors


• Must have experience in quality control, with strong grammar, and ability to provide thorough, written feedback


• Ability to thrive in a self-directed work environment, while meeting both productivity and quality metrics

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.