Compliance Quality Monitoring Specialist

About the Role

Monitors and evaluates recorded inbound and outbound consumer interactions for adherence to defined standards for accuracy, adherence, and customer service.

Responsibilities

• Provides constructive and accurate written feedback to Operation Managers on required compliance and operational improvements (via comments on the evaluation forms).
• Ensures that production and quality goals are met on a daily, weekly, and monthly basis.
• Routinely participates in internal departmental calibration sessions to ensure that the evaluation of defined standards for accuracy, adherence, and customer service are consistent across the department.
• Responsible for updating and maintaining departmental records.
• Identifies and communicates compliance trends verbally and in writing to CQM Management.
• Performs other projects or special assignments as required by management.

Qualifications

• One year of collections experience or related experience and/or monitoring employee telephone performance.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office applications (specifically MS Excel, Word, and Outlook).

Preferred Qualifications

• Experience using quality monitoring applications (e.g., NICE, Witness).
• Experience with PRA’s collection software applications and telephone system applications.
• Familiarity with PRA’s collection policies and other appropriate Federal and State laws governing the industry.

Work Environment

Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations. The noise level of the environment is usually moderate.

Physical Requirements

This is a sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day.

Pay

Salary Range: $16.88 - $25.34

Benefits

• Performance-based bonus programs and/or equity programs (depending on the position)
• Paid time off
• Medical, dental, and vision insurance
• 401k match
• Life insurance
• Other benefits to assist with physical and mental wellbeing