What are the responsibilities and job description for the Bilingual Quality Assurance Specialist - Collections position at D & A Services, LLC?
D&A Services, LLC is looking for a bilingual, Spanish speaking, compliance professional to join the Quality Assurance team. This critical component to the company's compliance program helps to ensure and promote operational quality and enforce client and company expectations through daily call monitoring, auditing, and assisting with employee training and remediation.
Job Responsibilities:
- Monitor and score calls daily as per individual client and company requirements for both internal and external call monitoring and compliance program deliverables.
- Achieves quality assurance operational objectives by contributing information and analysis to team strategic plans and reviews; implementing quality and customer service standards as they are updated or modified; identifying and escalating potential problems, issues, trends, and solutions.
- Prepares quality documentation and reports by collecting, analyzing, and summarizing information and trends including passed/failed calls and corrective actions.
- Contributes to team efforts and initiatives by accomplishing related tasks and projects accurately and timely, with minimal to no margin of error.
- Assist with collection staff coaching, training, and remediation as necessary
- Perform related work as assigned.
Knowledge, Skills and Abilities:
- Must be able to operate and demonstrate proficiency with operating telephone and computer based systems, and be able to hear and transcribe audio recordings
- Excellent verbal and written communication skills
- Proficiency with Microsoft Office Suite (Outlook, Word, Excel) required.
- Excellent time management, organizational, and interpersonal skills
- Must be detail-oriented and a team player
- Must be highly motivated, self-driven, organized, and dependable
- Must exhibit professionalism and all times
- Ability to thrive in a fast paced and challenging environment
- Must possess critical thinking and analytical skills
- Must stay abreast of up to date client and regulatory requirements, such as state laws and client manuals.
- Prior credit and collection experience preferred
- Minimum High School Diploma or equivalent
- Regular, consistent, and predictable attendance is an essential function of this job.
Compensation and Benefits:
- Salary is commensurate with experience
- Benefits package available after 60 days of employment
- Paid Time Off
