Quality Assurance Auditor I, Bilingual

Quality Assurance Monitoring Position

Performs various Quality Assurance monitoring within the First Line of Defense to ensure the controls implemented by Operations and Operations Services are in compliance with Regulatory compliance, Client Contractual compliance, as well as ConServe's own internal Policies and Procedures.

Essential Duties & Responsibilities:

• Monitor debt collection and supporting transactions in accordance with quality assurance plan, including call monitoring using our Speech Analytics Tool, and reviewing and inspecting account records within ConServe's Collection Management System (CCMS) and DocuWare for Process Monitoring, Targeted Reviews as well as Live letter reviews.
• Document all monitoring results
• Meet daily, weekly, monthly and quarterly monitoring QA Auditor assignments to ensure that ConServe meets Quality Assurance Client deliverables such as the IRS Monthly Quality Review Report, and weekly Navy FCU Evaluation Report.
• Communicate with management and other staff members regarding any deficiencies identified.
• Assist with the preparation of QA reports
• Adherence to ConServe's Professional Practices Management System (PPMS), Code of Conduct, and Compliance Program
• Ensure all Quality Assurance PPMS documents including Procedures and Wok Instructions are kept current and accurate.

Non-Essential Duties & Responsibilities:

• Other duties as assigned.

Education:

• High School Diploma or GED
• Bachelor Degree in a related field preferred

Skills/ Requirements:

• Five (5) years of experience within the debt collection industry preferred
• Excellent written and verbal communication skills
• Ability to speak and converse in Spanish and English fluently
• Ability to proficiently read and write in English
• Ability to proficiently read and write in Spanish is preferred
• Knowledge of debt collection principles
• Ability to learn and develop a complete understanding of contract and program guidelines
• Proficient with Microsoft Excel, Word, Email
• Ability to learn internal mainframe software applications
• Debt Collection Certification preferred
• The ability to telework. A teleworker is defined as an employee who works for ConServe from a home, or other remote office, for all of the regularly scheduled work week. A teleworker uses telecommunication technologies, including, but not limited to, soft telephones, virtual facsimiles, computers, electronic mail, and remote Internet connections to access work remotely on a pre-determined basis
• A secure internet connection, to plug in ConServe equipment into a hardline Ethernet port
• A private work area in which work activities can be conducted
• U.S. Citizenship or lawful Permanent Resident alien with three or more years as a permanent resident in the United States.
• Ability to obtain and maintain Government Security Clearance
• No conflicts of interest with ConServe or our Clients

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job except for periodic breaks pursuant to applicable law.

• Occasionally lift and/or move up to 25 pounds.
• Ability to sit or remain sedentary for your entire work shift (8, 9, or 10 hour shift)
• Ability to talk and listen on a phone or in person for your entire work shift (8, 9, or 10 hour shift)
• Ability to type on a computer for extended periods.
• Ability to stand up your entire work shift (8, 9, or 10 hour shift)

Reasonable accommodations may be made to the extent required under applicable law to enable individuals with disabilities to perform the essential functions of this position.

Mission Statement:

ConServe is dedicated to satisfying the needs of our Clients in a manner consistent with improving the human condition, and that will foster the development of long term mutually beneficial relationships with our Clients, our Employees, our Suppliers and Business Partners and the Community as a whole.

Disclaimer: The above job description is not a contractual or binding document; it is provided as a guide to the types of duties required to be undertaken. Duties may vary from time to time and this description is subject to review. Modifications will be made as needed to support changes in the business climate and requirements.

Qualified applicants will receive consideration for employment regardless of age, race, color, religion, national origin, sex, sexual orientation, gender, gender identity/expression, genetic disposition, genetic markers/carrier status, disability, creed, veteran status, military status, status as a victim of domestic violence, marital status, familial status, pregnancy, childbirth and related medical conditions, and disability, conviction (limited) or other legally protected status.

ConServe is a Drug Free Workplace