Monitors and evaluates enterprise recorded phone interactions with Accounts Receivable customers.
Performs quality auditing activities to validate collections business process.
Analyzes quality findings as it relates to business process information (collections process, customer experience, training) to identify key issues, trends and potential root causes that point to improvement opportunities.
Analyzes call evaluations and recommends solutions for areas to improve the customer experience.
Communicates and provides coaching to Reps and Mgmt on ways to improve the collections process, call quality, accuracy and productivity.
Participates in regular calibration sessions with Credit Mgmt Leadership on quality results and improvement opportunities.
Special projects pertaining to quality initiatives as they are assigned.
Qualifications, Experience, Knowledge and Skills
Bachelor’s Degree in Business, Finance or Accounting preferred / not required
2-4 years of related experience
Advance proficiency in Spanish, Portuguese and English languages
Strong attention to detail
Demonstrated knowledge of TR collection systems, processes and procedures
Strong organizational skills; ability to manage multiple projects with competing demands for resources, ability to adapt to change
Proficiency in working in a fast-paced, complex, dynamic, multi-cultural business environment
Strong organizational skills with the ability to work with time sensitive deadlines and multiple projects at once. Works autonomously with limited supervision.
Excellent communication skills (both verbal and written); ability to communicate with all levels in the organization.
Excellent listening and interpersonal skills
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers.
As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences.
With more than 45,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world.
Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex / gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.
Thomson Reuters is proud to be an Equal Employment Opportunity / Affirmative Action Employer providing a drug-free workplace.
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