Customer Experience Analyst

Scott & Associates, PC • US,

3d • $22 - $24 • Onsite

About The Position

Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Call Quality Assurance Professional to join our DFW-based team. Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide. Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Customer Experience Analyst who shares that mindset.

Requirements

• Ability to work efficiently with excellent attention to detail in a high-volume fast paced environment
• Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
• Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
• Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
• Ability to multi-task and manage time effectively
• Ability to be flexible to adapt and act quickly when urgent matters require it
• Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies

Responsibilities

• Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
• Maintain a working knowledge of current client requirements
• Listen to a high volume of recorded collection calls for internal quality assurance
• Evaluate calls for regulatory compliance and adherence with client requirements
• Providing positive and negative feedback and reporting findings to the Customer Experience Manager
• Assist with tracking trends within the quality assurance process and other customer experience insights
• Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
• All other duties as assigned

What This Job Offers

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