Quality Assurance Specialist

Weltman, Weinberg & Reis Co., LPA • Dublin, OH

1d • $23 - $28 • Onsite

About The Position

The Quality Assurance Specialist is responsible for reviewing firm wide collection activities to ensure compliance with Fair Debt Collection Practices Act (F.D.P.C.A.), client work standards, and firm policies and procedures.

Requirements

• High school diploma /GED required
• 3 years relevant collection experience and understanding of the legal process or an equivalent combination of education, training, and experience
• Excellent written and oral communication skills.
• Excellent attention to detail and time management skills to meet deadlines
• Collaboration with internal departments and external clients for information sharing and gathering
• Must be able to use Microsoft Office products (Word, Excel, Outlook)
• Knowledge of applicable federal regulations
• Types a minimum of 35 words per minute

Nice To Haves

• College degree preferred

Responsibilities

• Establishes schedule for monitoring collection calls for department employees
• Audits unit activities, examines records, and monitors employee work products to ensure compliance with client work standards, firm procedures, and all other applicable rules and regulations, such as Fair Debt Collection Practices Act (F.D.C.P.A.)
• Develops and maintains scorecard system to document caller activities
• Identifies employees requiring additional training and refers to management team and collections trainer for follow-up
• Conducts special audits for management, as required
• Keeps abreast of new or changing client standards and government regulations to ensure collection activities remain in compliance
• Prepares routine reports and submits findings to management team
• Assists with identifying trends and suggests ideas for new or expanded training programs
• Provides accurate and timely quality monitoring reports to client regarding quality, compliance and performance measures
• Provides requested information in response to client audits
• Provides feedback to Network Firms by monitoring calls for external vendor programs
• Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
• Accurately responds to client questions/concerns in timely manner
• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other job aids when necessary
• Attend group monitoring sessions with clients and business unit to ensure consistent quality measurement and feedback
• Maintains professional and technical knowledge by attending educational workshops and reviewing professional publications
• Complete all required training applicable to assigned position
• Additional duties as requested or required

Benefits

• Paid Time Off (PTO) - 16 days annually + 9 Company paid holidays
• Competitive benefits - Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance and more.
• Promotional opportunities from within the Firm
• Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc.
• Positive office environment with regularly scheduled parties, contests, and community support initiatives
• On site "Bistro To Go" vending and fresh foods available
• Free parking
• Free onsite fitness center for all employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED