Job Description
Job Description
Required Skills & Experience
- Strong problem‐solving and analytical skills
- Ability to manage multiple priorities in a high‐volume environment
- Proficiency with Microsoft Excel, Outlook, and spreadsheet‐based reporting
- 1–2 years of quality assurance, auditing, compliance, or related experience preferred
- Experience or knowledge of debt collection regulations or the collections industry is a plus
Job Description
This role supports a fast‐paced, compliance‐driven environment and is responsible for monitoring quality standards, identifying compliance gaps, and partnering with suppliers and internal teams to drive continuous improvement.
Key Responsibilities:
- Conduct extensive call monitoring and transaction audits to ensure adherence to regulatory, client, and internal quality standards
- Evaluate supplier performance across calls, data entry, complaint handling, and other quality‐impacting metrics
- Identify compliance risks and recommend corrective actions and process improvements
- Partner with supplier management to discuss findings, set improvement timelines, and track resolution
- Serve as a quality and compliance resource for suppliers and internal departments when critical issues arise
- Process and manage consumer complaints across multiple clients, ensuring proper handling per client‐specific requirements
- Request and analyze supporting documentation from suppliers (call recordings, call logs, data files, etc.)
- Prepare and deliver supplier compliance evaluation reports to QA leadership
- Support special projects and additional QA initiatives as assigned