Quality Assurance Agent

Summary

The Call Recordings Processor primary role is to evaluate and select suitable calls for submission to Clients. Additionally, the Processor is required to locate, monitor and provide calls that are randomly selected by clients. The Processor is responsible for adhering to deadlines as provided by clients and the company’s internal Client Services along with attending client calibrations and providing feedback. The Processor must be well versed in the Company’s compliance expectations as well as all company client specific expectations. Additionally, the Processor must have the capacity to work on multiple Collection Management Systems, dialer/recording platforms, and Microsoft Office products simultaneously.

Essential Functions

• Evaluating recordings for compliance purposes.
• Attending client and internal call calibrations.
• Verify accurate information and solutions are being provided to customers.
• Working cohesively with team members.
• Locating suitable calls for client submission.
• Scoring calls using client scoring methodology.
• Measuring collector performance against client specific expectations.
• All other duties as assigned.

Supervisory Responsibilities/Accountabilities

• This position does not have Supervisory Responsibilities/Accountabilities.

Minimum Qualifications

• Basic knowledge of data collection.
• In depth understanding and ability to practically apply company’s compliance policies, procedures, and processes are required.
• Proficiency in Microsoft Office Suite programs required.
• Professional demeanor, dependable, and able to maintain confidential information.
• Exceptional listening and analytical skills are required.
• Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.
• Technical skills regarding the manipulation and analysis of data required.

Working Conditions

• Work is generally performed within an indoor office environment utilizing standard office equipment.
• Travel: This position does not normally require overnight travel.

Physical Requirements

• General office environment physical requirements such as sitting for long periods of time, extensive use of computers and keyboards, lifting of less than 20 pounds.