Quality Assurance Associate
About The Position
We are looking for detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to, and score recorded phone calls to ensure they meet regulatory requirements (FDCPA, HIPAA, state laws) and client/company quality standards. You’ll play a crucial role in helping our agents maintain compliance and deliver a positive experience, as outlined in the Position Overview. We are seeking detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to, and score recorded phone calls to ensure compliance with regulatory standards (FDCPA, HIPAA, state laws) and meet client/company quality standards. You will play a vital role in helping our agents maintain compliance and deliver a positive experience for consumers.
Requirements
- Strong listening skills and attention to detail
- Comfortable working with evaluation forms, checklists, and scoring criteria.
- Basic proficiency with Microsoft Word and Excel.
- Good written communication skills.
- High school diploma or equivalent required
- Computer skills: 1 year (Preferred)
- Data entry: 1 year (Preferred)
- Microsoft Office: 1 year (Preferred)
Nice To Haves
- Knowledge of FDCPA and HIPAA is a plus (training provided).
Responsibilities
- Listen to and evaluate inbound and outbound collection calls based on a predetermined scorecard
- Score calls are based on set criteria such as professionalism, accuracy, compliance, and overall effectiveness.
- Provide clear, documented feedback to leadership for training and improvement based on observations while monitoring calls
- Ensures day-to-day operations are conducted in compliance with regulatory and legal requirements, including FDCPA, state regulations, HIPAA, and the company’s policies and procedures, by performing ongoing testing of the business’s operations and procedures.
- Review other quality-related documentation or reports assigned by management
Benefits
- Flexible Schedule
- Medical/Dental/Vision
- Life Insurance
- Paid Time Off
- Paid Vacation Time
- Paid Holidays
- Paid Bereavement
- Paid Training
- 401k with company match
- Annual Retention Bonus
- Professional Development Grant Program
- Employee Assistance Program
- Ongoing Contests & Prizes
- Annual Company Events
- Company Referral Program
- ADP Lifemart Employee Discounts
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
