Summary:

The Quality Assurance Representative is responsible for assisting the compliance program through upholding applicable laws and regulations regarding debt collection.   

Responsibilities & Duties:

• Assist in ensuring the professionalism and timeliness of the response to our clients, quality assurance, and customer satisfaction
• Also responsible for monitoring assigned calls in accordance with Central Research and client requirements and reporting compliance issues to management
• Play a key role in ensuring that the Collections Team complies with federal, state, and local laws and regulations relating to debt collection
• Measure and evaluate the performance of staff that interact with the consumers
• Use call monitoring and audio recording software to evaluate representatives' call performance
• Prepare and present daily, weekly, monthly, and quarterly call monitor and audit reports
• Track trends and alert the Director of Compliance and Licensing of them
• Participate in continuing education programs to stay abreast of changes in state debt collection laws and regulations
• Participates in meetings with Management to inform and discuss individual and team performance
• Track quality scores, trends, commitments, and program updates
• Other duties as assigned

Minimum Qualifications

• High School Diploma or GED certificate
• 6 months relevant work experience
• U.S. Citizenship is required per the contract
• Must be able to obtain and maintain a 5C Suitability clearance

Preferred Qualifications: 

• Associates degree
• Previous experience with ISO 9001:2008
• Call Center Quality Assurance Monitor/Auditor experience
• Knowledge and understanding of Fair Debt Collection Practices Act and Consumer Financial Protection Bureau, associated regulations, and state debt collection laws and regulations

Knowledge, Skills & Abilities:

• Excellent verbal and written communications
• Attention to detail
• Exceptional listening and analytical skills.
• Intermediate knowledge of Microsoft Excel, Access, Word, and 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
• Exceptional customer service skills   

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APPLY NOW:  www.central-research.com/careers

Equal Opportunity Employer:

Central Research is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Click here to view the Equal Employment Opportunity Posters.

If you’d like to view a copy of the company’s affirmative action plan, please call 703-382-1970. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact our recruiting office at (703) 382-1363. This telephone line is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.

NOTE:  This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job.  It is intended to describe the general nature and work responsibilities of the position.  This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the company.