Quality Assurance Auditor I, Bilingual

CONTINENTAL SERVICE GROUP LLC•Village of Fairport, NY

5d•Remote

About The Position

Performs various Quality Assurance monitoring within the First Line of Defense to ensure the controls implemented by Operations and Operations Services are in compliance with Regulatory compliance, Client Contractual compliance, as well as ConServe’s own internal Policies and Procedures.

Requirements

Excellent written and verbal communication skills
Ability to speak and converse in Spanish and English fluently
Ability to proficiently read and write in English
Knowledge of debt collection principles
Ability to learn and develop a complete understanding of contract and program guidelines
Proficient with Microsoft Excel, Word, Email
Ability to learn internal mainframe software applications
The ability to telework. A teleworker is defined as an employee who works for ConServe from a home, or other remote office, for all of the regularly scheduled work week. A teleworker uses telecommunication technologies, including, but not limited to, soft telephones, virtual facsimiles, computers, electronic mail, and remote Internet connections to access work remotely on a pre-determined basis
A secure internet connection, to plug in ConServe equipment into a hardline Ethernet port
A private work area in which work activities can be conducted
U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
Ability to obtain and maintain Government Security Clearance
No conflicts of interest with ConServe or our Clients

Nice To Haves

Bachelor Degree in a related field preferred
Five (5) years of experience within the debt collection industry preferred
Ability to proficiently read and write in Spanish is preferred
Debt Collection Certification preferred

Responsibilities

Monitor debt collection and supporting transactions in accordance with quality assurance plan, including call monitoring using our Speech Analytics Tool, and reviewing and inspecting account records within ConServe’s Collection Management System (CCMS) and DocuWare for Process Monitoring, Targeted Reviews as well as Live letter reviews.
Document all monitoring results
Meet daily, weekly, monthly and quarterly monitoring QA Auditor assignments to ensure that ConServe meets Quality Assurance Client deliverables such as the IRS Monthly Quality Review Report, and weekly Navy FCU Evaluation Report.
Communicate with management and other staff members regarding any deficiencies identified.
Assist with the preparation of QA reports
Adherence to ConServe’s Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
Ensure all Quality Assurance PPMS documents including Procedures and Wok Instructions are kept current and accurate.