Job Description

Posting expires: November 13, 2026

Salary range: $44,369 - $59,232

General Description and Classification Standards:

The Performance and Eligibility Monitor is responsible for assessing the quality of the performance of our customer contact center. The Performance and Eligibility Monitor will monitor responses phone and chat interactions to assess representative disposition, accuracy, customer service performance, and adherence to policies and procedures. This individual will assist in creating, developing, and implementing Contact Center quality processes and procedures; as well as making recommendations for procedural changes and enhancements. The Performance and Eligibility Monitor must be highly organized, proficient in time management, and demonstrate exceptional attention to detail, as accuracy and thoroughness are critical to the role. The position also requires excellent listening and communication skills. Additionally, this role has responsibility for collaborating and coordinating with the DWM Workforce & Development Manager and the Trainer to determine gaps in agent performance or DWM policies and procedures that need to be addressed. Supervision Received: This position reports to the DWM Workforce & Development Manager. Receives guidance regarding overall mission, short and long-term objectives, scheduling, priorities, and is expected to structure their workday to accomplish established goals for self.

Essential Duties & Responsibilities:

These are typical responsibilities for this position and should not be construed as exclusive or all inclusive. May perform other duties as assigned.

Reviews and evaluates customer phone and chat interactions daily in accordance with established quality standards, scorecards, policies, and procedures

Completes required quality evaluations in accordance with established weekly and monthly goals

Accurately scores and documents evaluations with clear, objective, and supportable findings

Maintains consistency, accuracy, and objectivity when applying quality standards

Identifies performance trends, recurring errors, knowledge gaps, and areas of non-compliance

Uses quality monitoring systems to document, compile, and track individual and team performance

Provides quality findings, reports, and actionable feedback to leadership and internal support teams

Serves as a subject matter resource for established policies, procedures, and quality standards

Participates in the development and refinement of quality scorecards and monitoring standards

Identifies customer service and process improvement opportunities through quality monitoring and analysis

Decision Making:

Follows standardized procedures and written instructions to accomplish assigned tasks

Applies sound judgment when interpreting and applying established policies, procedures, and quality standards

Makes objective evaluation decisions based on documented standards and available information

Identifies and escalates policy, procedural, or quality concerns to management as appropriate

Leadership Provided:

Does not have formal supervisory authority over a work group; however, occasionally may act as the coordinator in the absence of Manager.

Requirements (Knowledge, Skills & Abilities):

Exceptional attention to detail with a strong focus on accuracy, consistency, and completeness

Exceptional listening, analytical, and critical-thinking skillsExcellent verbal, written, and interpersonal communication skills

Strong judgment and decision-making skills, with the ability to objectively interpret and consistently apply established policies, procedures, and evaluation standards

Outstanding customer service skills and dedication to providing an exceptional customer experience

Must be a self-starter and self-motivated, with demonstrated ability to work independently with minimal supervision

Ability to maintain sustained focus and concentration while reviewing a high volume of phone and chat interactions for extended periods throughout the workday

Ability to perform repetitive, detail-intensive review responsibilities while maintaining accuracy and consistency

Ability to identify discrepancies, performance trends, and areas of non-compliance through detailed review and analysis of customer interactions

Ability to efficiently navigate and work across multiple systems, applications, and screens simultaneously while maintaining accuracy and attention to detail

Must be highly organized and proactive with strong time-management skills

Ability to multitask and successfully operate in a fast-paced, team environment

Must adapt well to change, effectively set and adjust priorities, and pivot as needed

Must be able to effectively interact with individuals at all levels of the organization

Commitment to results with a solutions-oriented approach

Demonstrated accountability and dependability

Ability to safeguard sensitive and/or confidential information

Proficient in Microsoft Office Suite (Outlook, Teams, Excel, PowerPoint, Word, Access, etc.), Visio, and SharePoint

Minimum Qualifications – Education and Experience:

Minimum of 3 years Contact Center or Customer Service Experience

1 year Contact Center Quality Assurance/Quality Monitoring experience

Preferred Education and Experience:

Bachelor’s degree in business, HR, Education, Psychology, Sociology, or related fields

Experience with Speech Analytics

Experience with Workforce Management (WFM) and Quality Management (QM)systems, such as Calabrio, Verint, or similar platforms

Licensures and Certifications: None required.

Essential Capabilities and Work Environment: This position is considered essential and thereby requires, on occasion, that the incumbent work outside of normal operating hours, which may include evenings, weekends, and holidays, as well as during inclement weather and/or times when the city would otherwise be closed.