Quality Assurance Specialist
About The Position
Responsible for aiding the improvement of productivity and efficiency of operational employees through the collection, tracking and reporting of quality audit results. Responsible to audit collection account notations and monitor collection calls for quality and regulatory compliance, using scorecard templates. Log and track audit results, also reporting these results directly to operational management for further review/action. Work closely with Floor Supervisor and Quality Assurance Manager to communicate trends in matters of compliance and quality improvements. In addition, the Quality Assurance Specialist will be responsible for managing the below tasks using speech analytic software.
Requirements
- High School Diploma or GED
- Comfortable working with Microsoft Teams and Microsoft Office Suite; with proficiency in MS Word, and Excel.
- Efficient with Microsoft Windows 10 or 11.
- Exceptional listening, negotiation and interpersonal skills.
- Outstanding verbal and written communications skills.
- Ability to work under tight deadlines with minimal supervision.
- Ability to effectively use a telephone, keyboard and PC.
- Expert knowledge, understanding and application of the Fair Debt Collection Practices Act (FDCPA).
- Excellent planning, organizational and time management skills.
- Exceptional attention to detail.
- MUST BE FLUENT IN BOTH ENGLISH AND SPANISH
Nice To Haves
- Experience with speech analytic technology preferred but not required.
- Experience in the Collection Industry is a plus.
Responsibilities
- Monitor live/recorded collection calls and messages, scoring agents on topics such as FDCPA Compliance, SWC Policy Compliance, Effective Messaging, Demand Quality, Negotiation Skills, etc. for training purposes.
- Audit collection account activity in Latitude on topics such as accurate account notations, proper use of action/result codes, thoroughly updated consumer information, appropriate follow-up dates, etc. for training purposes.
- Scoring and reporting on both agent performance, and team results, based upon monitor/audit results.
- Recognize and identify individual agent/team trends, along with company-wide areas of opportunity for improvement, upon which to focus future training efforts.
- Assist Quality Assurance Manager in the creation of the reporting throughout the month; as well as assist in special projects as needed with regards to agent performance quality.
- Able to create and edit simple formulas in Excel documents; as well as create and edit Excel documents as needed.
- Ability to manage reports and hot calls using speech analytic software, and to adjust audit functions for calibration purposes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
