Quality Assurance Specialist

The Quality Assurance Specialist is responsible for reviewing firm wide collection activities to ensure compliance with Fair Debt Collection Practices Act (F.D.P.C.A.), client work standards, and firm policies and procedures.

Responsibilities/Duties/Functions/Tasks:

• Establishes schedule for monitoring collection calls for department employees
• Audits unit activities, examines records, and monitors employee work products to ensure compliance with client work standards, firm procedures, and all other applicable rules and regulations, such as Fair Debt Collection Practices Act (F.D.C.P.A.)
• Develops and maintains scorecard system to document caller activities
• Identifies employees requiring additional training and refers to management team and collections trainer for follow-up
• Conducts special audits for management, as required
• Keeps abreast of new or changing client standards and government regulations to ensure collection activities remain in compliance
• Prepares routine reports and submits findings to management team
• Assists with identifying trends and suggests ideas for new or expanded training programs
• Provides accurate and timely quality monitoring reports to client regarding quality, compliance and performance measures
• Provides requested information in response to client audits
• Provides feedback to Network Firms by monitoring calls for external vendor programs
• Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
• Accurately responds to client questions/concerns in timely manner
• Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other job aids when necessary
• Attend group monitoring sessions with clients and business unit to ensure consistent quality measurement and feedback
• Maintains professional and technical knowledge by attending educational workshops and reviewing professional publications
• Complete all required training applicable to assigned position
• Additional duties as requested or required

Qualifications:

• College degree preferred; High school diploma /GED required
• 3 years relevant collection experience and understanding of the legal process or an equivalent combination of education, training, and experience
• Excellent written and oral communication skills.
• Excellent attention to detail and time management skills to meet deadlines
• Collaboration with internal departments and external clients for information sharing and gathering
• Must be able to use Microsoft Office products (Word, Excel, Outlook)
• Knowledge of applicable federal regulations
• Types a minimum of 35 words per minute

Compensation and Benefits :

• The expected pay range for this position is $22.79 - $28.13 depending on experience
• Paid Time Off (PTO) - 16 days annually + 9 Company paid holidays
• Competitive benefits - Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance and more. You can review our benefits at for more information.
• Promotional opportunities from within the Firm
• Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc. Positive office environment with regularly scheduled parties, contests, and community support initiatives
• On site "Bistro To Go" vending and fresh foods available
• Free parking
• Free onsite fitness center for all employees

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to remain in a stationary position at a workstation. This position requires constant use of hands and fingers for typing and operating a computer and other office equipment. The employee must possess the ability to communicate information and ideas in writing and verbally. Occasional standing, walking, bending, and lifting of items weighing up to 15 pounds may be required. Close visual acuity is needed to read, analyze data, and view a computer terminal for extended periods.

Work Environment:

This position operates in a professional office environment. It is representative of those an employee encounters while performing the essential functions of this job. The employee will experience low to moderate noise levels and moderate interruptions. The workspace is well-lit and climate controlled.

EEO Statement: Weltman is an equal opportunity employer.

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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.