Public Consulting Group LLC (PCG) is a leading public sector solutions implementation and operations improvement firm that partners with health, education, and human services agencies to improve lives. Founded in 1986, PCG employs approximately 2,000 professionals throughout the U.S.—all committed to delivering solutions that change lives for the better. The firm is a member of a family of companies with experience in all 50 states, and clients in six Canadian provinces and Europe. PCG offers clients a multidisciplinary approach to meet challenges, pursue opportunities, and serve constituents across the public sector. To learn more, visit www.publicconsultinggroup.com . Our Human Services team helps state and municipal human services and economic development agencies keep their promises—responsibly and sustainably—to the children, adults, and families they serve. Join us and use your professional skills to build stronger communities and better serve populations in need by making meaningful and lasting changes in government organizations. Services: + Program Consulting + Finance Consulting and Billing Services + Applied Technology + Outsourcing and Operations + Strategy + Project and Grants Management + Assessments and Feasibility Studies **Duties & Responsibilities** + Audits and analyzes call quality results and suggesting solutions to common problems. + Monitors agent’s phone calls for quality purposes, provide positive feedback to leadership/agents based on Quality standards, able to listen to specific details on the call + Monitors and manages Support ticket information into the client database. Ensure assigned support tickets are handled appropriately and are assigned accordingly + Communicates with management on a regular basis to discuss training needs based on individual agent’s performance + Assists in leading and directing the work of team members. + Partners with Operations, Training, and other internal teams to drive quality metrics **Required Skills** + Excellent interpersonal skills with the ability to establish relationships with co-workers and all levels of management + Ability to manage time effectively in a fast-paced environment. + Ability to effectively execute in a remote environment without the benefit of on-site supervision. + Excellent writing skills, able to provide positive feedback in reference to coaching opportunities. + Excellent attention to detail. **Qualifications** + High school diploma or equivalent required + 4+ years of Experience; Knowledge of MS Windows, Excel, and Word **Working Conditions** + Office Setting **The above is intended to describe the general contents and requirements of work being performed by people assigned to this classification. It is not intended to be construed as an exhaustive statement of all duties,** **responsibilities** **or skills of personnel so classified.** **As required by applicable law, PCG provides the following reasonable range of compensation for this role: $55,000 - 57,000. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave.** **Compensation:** Compensation for roles at Public Consulting Group varies depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, PCG provides the following reasonable range of compensation for this role below. In addition, PCG provides a range of benefits for this role, including medical and dental care benefits, 401k, PTO, parental leave, bereavement leave. **EEO Statement:** Public Consulting Group is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion. We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences. At PCG, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications. We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law. PCG will not tolerate discrimination or harassment based on any of these characteristics. PCG believes in health, equality, and prosperity for everyone so we can succeed in changing the ways the public sector, including health, education, technology and human services industries, work. Public Consulting Group is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, protected veteran status, or status as a qualified individual with a disability. VEVRAA Federal Contractor.