Midland Credit Management, an Encore Capital Group Company

Learning and Development

• Aids in the overall development of the Account Manager (AM) positions by ensuring various call quality metrics are being met.
• Coordinates with Managers to ensure appropriate number of audits are performed for each Account Manager in a specific month.
• Delivers guidance and feedback on performance expectations outlined in the OCM.
• Conducts quality review and training of AM performance.
• Audits AM inbound and outbound calls and/or accounts to observe performance, techniques, and application of effective communication.
• Maintains a comprehensive working knowledge of OCM and models components of the CFLM.
• Provides coaching, advice, and guidance to AMs based on observed behaviors and habits.
• Maintains tracking system of assigned AMs to ensure accurate employee trending and progress.
• Participates in meetings and presentations or other designated special projects as assigned.

Operations Training Specialist I