Reporting to the Compliance Audit Manager or designee, the Call Quality Specialist is responsible for monitoring and reporting on collector telephone communication using quality control recording software.

Essential Duties and Responsibilities:

• Daily monitoring of collector calls.
• Confirms placement and accuracy of collector notes in computer database (CLS).
• Drafts reports detailing failure to comply with the Fair Debt Collection Practices Act (FDCPA), firm policies, and/or client guidelines.
• Assists in the preparation of weekly and monthly reports providing call review data, including total number of calls reviewed, number of defects reported, and types of defects reported.
• Responsible for tracking, implementing and completing client work standards as it related to client call monitoring programs.
• Other responsibilities as assigned.

Required Skills/Abilities:

• Must be able to manage shifting priorities in a fast paced, results driven environment.
• Individual must be proficient in the Microsoft Suite of products.
• Bilingual capabilities a plus.

Education and Experience:

• High school diploma (or equivalent) is required.
• 1-2 years’ experience in call monitoring preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Frequently required to talk or hear, and use hand to type, handle, or touch objects.
• Regularly required to stand and walk, and may be required to stoop, bend, or reach above the shoulders.
• Must be able to occasionally lift up to 25 pounds at times.
• Must be able to access and navigate each department at the organization’s facilities.