Operations Call Monitoring Specialist

PRA Group•Norfolk, VA

11d•Onsite

About The Position

Supports Operations through call listening and monitoring, validation testing of process controls, forecasting future process control needs, and partners with management to implement retraining for high-risk compliance areas within Operations. Identifies process gaps, reports findings and recommends process training and enhancements.

Requirements

One year collections experience or related experience and/or monitoring employee performance.
Familiar with Collection policies and other appropriate Federal and State laws governing the industry.
Ability to perform advanced research and analysis, report findings, recommend and implement process improvements.
Ability to communicate information accurately and in professional business formats.
Must be proficient in Word, Excel, PowerPoint and Outlook.

Nice To Haves

Prefer experience using quality monitoring application (NICE).

Responsibilities

Reviews and monitors inbound and outbound consumer calls to evaluate adherence to defined standards for accuracy, adherence, and customer service; provides compliance findings to Operations leadership and ensures that all necessary follow up is documented.
Provides constructive and accurate written feedback to Management on required compliance and operational improvements.
Validates and tests the effectiveness of Operations quality reporting that serve as key process controls for Operations as assigned and reports findings.
Makes recommendations to improve compliance reporting, increase efficiency, and maximize Quality Assurance resources for Operations.
Collaborates with Management, Quality Assurance, and Operations to design and implement process improvement to existing controls and forecast future needs.
Establishes strategic partnerships with internal and external business partners to achieve process management goals.
Routinely updates management on the status of assigned projects, deliverables, and deadlines.
Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility.
Participates in Compliance audits and remediation.
Utilizes SQL, Access, Sharepoint, NICE and Microsoft Office products to gather data.