Job Summary:
Reporting to the Director of Collections or designee, the Specialist – Quality Control is responsible for acting as a liaison between the Collections Department and Compliance to eliminate findings that could pose an audit risk.
Essential Duties and Responsibilities:
This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary.
- Participates in weekly call quality conversations; coaches, trains/develop employees based on findings to modify call behaviors.
- Assists with the maintenance of a tracker document; attaches appropriate supporting documentation.
- Participates in call monitoring efforts evaluating collector phone conversations; assists with scorecards.
- Analyzes trends, root causes for defects, and develops appropriate remediation at the agent, department, and client level.
- Reviews and evaluates compliance issues and concerns and escalates to management.
- Assists management through any remediation efforts.
- Other responsibilities as assigned
Required Skills/Abilities:
- Must be able to manage shifting priorities in a fast-paced, result-driven environment while maintaining a focus on compliance.
- Individuals must be proficient in the Microsoft Suite of products.
- Must act with a sense of urgency and can assist with the development of highly performing teams.
Education and Experience:
- High school diploma (or equivalent) is required; Prefer a bachelor’s degree or 1-2 years’ experience in a legal profession
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment:
The position is primarily an in person
Schedule:
Standard Business Hours, Monday through Friday