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Client Development Audit Specialist

The Client Development Audit Specialists job is to audit calls from our Client Development Paralegals as well as Receptionists to ensure quality standards are being met.

Responsibilities:

  • Ensure adherence to quality standards;
  • Identify gaps and areas of opportunity for performance improvement, training effectiveness, process improvement and the achievement of Firm goals;
  • Coordinate the monitoring and auditing of Client Development Paralegal and Reception calls; to ensure consistent quality client experience;
  • Provide detailed coaching notes on all quality audits;
  • Report to management on concerns, quality scores, trends, best practices, and improvement opportunities;
  • Keep detailed record of quality scores; gather, prepare, and provide summary reports to management;
  • Identify trends and work to mitigate risk from agent errors and Client dissatisfaction;
  • Provide input and suggestions for training procedures and process improvement;
  • Keep well-informed of internal quality standards, changes related to quality form, changes made to department policies and procedures.

To be successful, you need to:

  • Anticipate and respond to the needs and concerns of others;
  • Express ideas respectfully and share information in a clear and concise manner using the appropriate mode of communication;
  • Stay focused and balance changing or competing priorities and responsibilities, ensuring multiple projects are delivered on time;
  • Identify issues and consider alternative solutions by weighing the potential risks and desired outcomes;
  • The ability to work collaboratively and independently in a fast-paced environment.

Requirements:

  • High school diploma or general education degree (GED) required. Bachelor’s degree preferred;
  • Fluency in English;
  • Previous experience in a call center environment;
  • Experience coaching, training, and mentoring employees;
  • Proficient in Microsoft Word, Excel, and Outlook, with demonstrated ability to learn new computer applications.

Work Schedule/Hours:

  • Due to the unforeseen circumstances with COVID-19, this position is temporarily training and working remotely. Therefore, access to internet connection with a router/modem, and a quiet work space is required. When CCK deems it safe and appropriate, this position will be required to report to the CCK Headquarters in Providence, RI daily.
  • This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 4:30 p.m. with a 30-minute lunch period.

Compensation & Benefits:

  • Starting annual salary is $41,600.
  • Comprehensive benefit plans including health, disability, and life insurance; 401(k) retirement plan; paid time off; a gym reimbursement program; and much more.

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