Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees. Ensure compliance with laws applicable to project assignment including Banking Laws, Fair Lending, Discrimination and Medicare Sales.

$16/HR

Hiring locations: Florida, Georgia, Texas, Wisconsin

Performance Assessment Functions - Monitor performance of new trainees and assigned production employees to assess quality of calls, services being provided, and ability to meet or exceed client goals and objectives.

• Provide immediate, constructive counseling and coaching to production employees.
• Observe where production employees are having trouble and take additional instructional steps to clarify information.
• Escalate to supervisor any situation outside the employee's control that could adversely impact the quality of service provided to the clients.
• Based on evaluations of production employees assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training for the group or identified individuals.
• May solicit input from client regarding areas for improvement in training procedures and results.
• Communicate to management when there is a pattern of quality issues on a consistent basis.
• Continually assist with questions concerning call procedures, product information, and order processing policies.
• Participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern.
• Participate in client visits and focus meetings as necessary.
• Understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct, staying apprised of any changes.
• Thoroughly and accurately communicate policies when providing feedback to and coaching production employees.
• Ensure compliance with laws applicable to project assignment including Banking Laws, Fair Lending, Discrimination and Medicare Sales where required.
• Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate.
• Prepare, and update reports in a timely and accurate manner.
• Audit own monitoring work and co-worker monitor numbers as necessary.
• Cooperate and collaborate with team members to meet goals or complete tasks.

Mental and Physical Requirements:

• This position will be exposed mainly to an indoor office environment and will be expected to work near or around computers.
• The nature of the work in this position is sedentary and the incumbent will be sitting most of the time.
• Essential physical functions include typing, grasping, and repetitive motions to utilize general computer software/hardware throughout the workday.

Related Duties as Assigned:

• The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties and responsibilities required of job incumbents.
• Consequently, job incumbents may be asked to perform other duties as required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the duties outlined above. Please contact your local Human Resources representative to request a review of any such accommodations.

Posting Ends: 7/14/25 at 4:30ppm CST

Minimum Qualifications: 

Applicant for this job will be expected to meet the following minimum qualifications.

Education

• High school diploma or GED required.
• Additional post secondary courses taken in education, communications, English or a related field from an accredited college preferred.

Experience

• Minimum of one year quality assurance or telemarketing experience required.

Other

• Suite of office software packages
• Bilingual in English and Spanish as required.
• Based on project or assignment minimum 3 months mortgage short sale experience required.
• Depending on project assignment, licensing for selling Medicare Plans may be required.

MarketSource and Salelytics is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 877-883-4575 or email HR@MarketSource.com.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  This role may be eligible for the following:

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.