Quality Assurance Associate

Credit Control LLC•Earth City, MO

1d•$16 - $18•Onsite

About The Position

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 consumer experience.

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

Nice To Haves

Knowledge of FDCPA and HIPAA is a plus (training provided).
Computer skills: 1 year (Preferred)
Data entry: 1 year (Preferred)
Microsoft Office: 1 year (Preferred)
High school or equivalent (Preferred)

Responsibilities

Listen to and evaluate inbound and outbound collection calls based on a predetermined scorecard
Score calls 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
Ensure 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