DWM Performance & Eligibility Monitor (OCCBS)

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: T hese 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.