Compliance Quality Monitoring Specialist

PRA Group • Norfolk, VA

1d • Onsite

About The Position

Monitors and evaluates recorded inbound and outbound consumer interactions for adherence to defined standards for accuracy, adherence, and customer service. Provides constructive and accurate written feedback to Operation Managers on required compliance and operational improvements (via comments on the evaluation forms). Ensures that production and quality goals are met on a daily, weekly, and monthly basis. Routinely participates in internal departmental calibration sessions to ensure that the evaluation of defined standards for accuracy, adherence and customer service are consistent across the department. Responsible for updating and maintaining departmental records. Responsible to identify and communicate compliance trends verbally and in writing to CQM Management. Perform other projects or special assignments, as required by management.

Requirements

• One year collections experience or related experience and/or monitoring employee telephone performance.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office applications (specifically MS Excel, Word and Outlook).

Nice To Haves

• Experience using quality monitoring applications (e.g. NICE, Witness).
• Experience with PRA’s collection software applications and telephone system applications.
• Familiar with PRA’s collection policies and other appropriate Federal and State laws governing our industry.

Responsibilities

• Provides constructive and accurate written feedback to Operation Managers on required compliance and operational improvements (via comments on the evaluation forms).
• Ensures that production and quality goals are met on a daily, weekly, and monthly basis.
• Routinely participates in internal departmental calibration sessions to ensure that the evaluation of defined standards for accuracy, adherence and customer service are consistent across the department.
• Responsible for updating and maintaining departmental records.
• Responsible to identify and communicate compliance trends verbally and in writing to CQM Management.
• Perform other projects or special assignments, as required by management.

Benefits

• performance based bonus programs
• equity programs
• paid time off
• medical
• dental
• vision
• 401k match
• life insurance
• other benefits to assist with the physical and mental wellbeing of our employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed