Bilingual Client QA Call Center Representative

Compliance Houston, Texas


Description

Responsibilities:

The Quality Assurance Representative is responsible for various administrative requirements in direct relation to Quality Assurance and Operations Management.

 Job Duties:

  • Compliance Regulation
    • Training/Development/Counseling-FDCPA, Company and Client Specific
    • Call Quality-Client Required/Calibration Sessions-with Clients and Employees
    • Policy Enforcement-Client and Convergent
    • Corrective Action Administration-Determines penalties/suspension as per the Collector Code of Conduct-Houston Site Only
    • Ensures client communication i.e. policy updates, COM Docs, Client Changes are effectively communicated w/members of management and collectors.
    • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations

 

  • Client Services Functions
    • Handles specific Client Services functions as per site related
      • Creates and Updates Call Quality Requirements & Guidelines for each specific client with QA Management approval
      • Reviews and Uploads/Delivers monthly and weekly Call Logs to client assigned
      • Pulls/Screenshots Account Notes for Calls that are selected by the Client both weekly and monthly for specific clients
      • Pulls/Converts Call recordings for calls that are selected by the Client both weekly and monthly
      • Downloads and delivers/uploads Internal QA Scorecards for calls that are selected by the Client both weekly and monthly.
      • Prepares for all Client Call Calibrations & Conference Calls:
        • Pre-screens selected calls
        • Provides Ops/Management with Feedback prior to the call
        • Saves all forms and converts all calls
      • Prepares for Client Audits/Visits:
        • Pre-screens selected calls
        • Provides Ops/Management with Feedback prior to the call
        • Saves all forms and converts all calls
        • Gathers any policies/procedures that apply to our department
      • Reviews Internal Agent List daily to ensure all agents are being graded efficiently and at pace to meet client deadlines for their assigned client
      • Reports any Regulatory defects found to QA Management
      • Checks Client Portals Daily to ensure no Communications are overseen
      • Reviews Defects received by each client to determine whether QA can dispute or confirm
      • Handles any internal disputes sent by Operations to QA Management for monitors graded by the individual
      • Ensures all Client Rosters are up to date with current Employees; weekly or monthly
      • Monitors collection calls and documents issues
      • Positive Reinforcement for Better Quality Calls for the Collectors
      • New Hire Call Evaluations while still in Training Class
      • Maintain Training Log(s) when assigned by QA Management

Qualifications:

  • High school diploma or equivalent
  • Bi-lingual –Spanish
  • 1-2 year Quality Assurance or Compliance Experience
  • Working knowledge of Word, Excel and Outlook
  • Excellent oral and written communication skills
  • Knowledge of FDCPA and state laws
  • Excellent organizational skills
  • Ability to multitask

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

 Compensation:

The chosen individual will be compensated for their individual performance.

 

Schedule: Monday-Friday 8am-5pm. Schedule is subject to change.




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