Job Summary:

A Quality Assurance Representative is responsible for assisting the compliance program through upholding applicable laws and regulations with regard to debt collections under the U.S. Department of Education contract. A Quality Assurance Representative will assist in ensuring the professionalism and timeliness of the response to our client’s contract, quality assurance, and customer satisfaction. This position is also responsible for monitoring assigned calls in accordance with Central Research and client requirements and with reporting compliance issues to all management.

Primary Job Functions

• Plays a key role in ensuring that the organization’s ED department complies with all federal, state, and local laws and regulations relating to debt collection.
• Measure and evaluate the performance of those who come in direct contact with the company's clients.
• Use call monitoring and audio recording software to evaluate representatives' call performance.
• Partners with managers to deliver feedback regarding customer interactions, including opportunities for improvement.
• Prepares Quality infraction notifications.
• Prepare and present daily, weekly, monthly and quarterly call monitor/audit reports
• Track trends and make recommendations for refresher and/or up- training to the trainer(s). Regularly participates in continuing education programs to stay abreast of changes in state debt collection laws and regulations.
• Any other duties and responsibilities assigned by management of the company.

Secondary Job Functions

• Continually review and improve the quality team by receiving continuous training
• Participates in meetings with Management to inform and discuss individual and team performance
• Track quality scores, trends, commitments and program updates
• Provide training as needed to both new hires and experienced associates.
• Other duties as assigned by management.

EDUCATION MUST HAVE:

• High school or equivalent PREFERRED:
• Some type of higher education

EXPERIENCE

• Prior experience in a call-center or customer service environment

PREFERRED:

• Previous experience with ISO 9001:2008 is preferred
• Call Center Quality Assurance Monitor/Auditor experience

KNOWLEDGE, SKILLS and ABILITIES: MUST HAVE:

• Excellent verbal and written communications
• Attention to detail
• Exceptional listening and analytical skills.
• Intermediate knowledge of Microsoft Excel, Access, Word, PowerPoint
• Detail oriented with the ability to multi-task
• Ability to learn and navigate new software quickly
• Ability to work quietly and independently
• Ability to prioritize daily tasks and complete tasks with limited time and supervision
• Able to separate personal life from work
• Dedication to providing exceptional customer service
• Capability to pass federal background check

PREFERRED:

• Knowledge and understanding of FDCPA and CFPB, the associated regulations, and state debt collection laws and regulations

PHYSICAL SKILLS AND ABILITIES

• Hand dexterity
• Able to talk and hear clearly
• Occasionally required to stand or walk and life and/or move up to 25 pounds

WORK ENVIRONMENT

• Employee works in an office environment. Employee sits at a desk during regularly scheduled work hours; answers and makes telephone calls using a standard telephone; types on a standard keyboard; reads and comprehends information from a computer terminal and/or written resources.

Apply now atwww.central-research.com/careers

Important Information:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  

Veterans are strongly encouraged to apply.

Central Research, Inc. (CRI) is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is availablehereand the supplemental poster can be foundhere. 

CRI ensures nondiscrimination in all programs and activities in accordance with Title VI of the Civil Rights Act of 1964. 

CRI abides by Executive Order 13665. The Pay Transparency Non-Discrimination Provision poster is availablehere.

To comply with federal law, CRI participates in E-Verify, an electronic program through which employers confirm the employment eligibility of their employees after hire. The E-Verify poster is availablehere.