Quality Assurance Monitoring & Testing Analyst ensuring compliance and operational excellence in debt recovery solutions. Analyzing processes, collaborating with teams, and driving improvements in quality assurance.
About the role
- Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks.
- Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement.
- Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency.
- Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms.
- Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance.
- Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements.
- Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements.
- Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.
- Success in this role will be measured by timely completion of QA reviews, accuracy of compliance assessments, effectiveness of feedback provided to agents, and contribution to reducing compliance risk across communication channels.
Requirements
- Bachelor’s degree in business administration, Communication, Legal Studies, or a closely related field.
- At least 3 years of relevant experience in quality assurance, compliance, or a related field, preferably within a collection agency or financial services setting. Prior experience with speech analytics platforms is highly valued.
- In-depth knowledge of federal and state laws, regulations, and industry best practices.
- Detail-oriented with excellent organizational and analytical skills.
- Adaptability to changing regulations and industry trends.
- Proficiency in using speech analytics software, CRM systems, and other quality monitoring tools.
- Proficiency with technology, including general business tools such as e-mail, MS Word, Excel, and PowerPoint.
- Excellent written and verbal communication skills.
- Creative problem-solving abilities, with a keen ability to identify and address compliance and performance issues proactively.
- Strong interpersonal skills with the ability to influence and collaborate across multiple departments.
- Demonstrated critical thinking and problem-solving abilities in a regulatory environment.
- Professional certification in quality assurance and/or compliance is desirable.
Benefits
- Competitive compensation packages
- Comprehensive and continuous education
- Opportunities for professional growth
Job title
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