Customer Experience Analyst

S&A Legal Management Services, Inc. is a legal recovery organization dedicated to providing exceptional representation to financial-sector clients.

We are committed to delivering distinctive quality and unparalleled service. Every employee plays a vital role in fulfilling our mission and achieving our vision through dedication, hard work, and collaboration.


Driven by our continued growth and commitment to excellence, we are currently seeking a Customer Experience Analyst who shares that mindset.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
• Maintain a working knowledge of current client requirements
• Listen to a high volume of recorded collection calls for internal quality assurance
• Evaluate calls for regulatory compliance and adherence with client requirements
• Providing positive and negative feedback and reporting findings to the Customer Experience Manager
• Assist with tracking trends within the quality assurance process and other customer experience insights
• Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
• All other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Ability to work efficiently with excellent attention to detail in a high-volume fast paced environment
• Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
• Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
• Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
• Ability to multi-task and manage time effectively
• Ability to be flexible to adapt and act quickly when urgent matters require it
• Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies