QA Specialist - Call monitoring -HYBRID SCHEDULE

Job Description

TRAKAmerica is a national outsourcing provider managing over $18 billion in assets for our clients. As we continue to expand our infrastructure, we have an immediate opening for a Quality Assurance Specialist in our Richmond, Virginia office The person(s) for this role must possess a sound knowledge of the techniques of audit in a high-paced environment. This position is classified as non-exempt under the FLSA and will earn over-time pay for any hours worked in excess of 40 hours in a given work week.

POSITION SUMMARY:

The role is responsible for: (1) quality call monitoring audits of customer experience issue identification assuring company standards are maintained and compliance integrity is preserved, (2) consulting with supplier management to resolve quality problems, and (3) function as an information source to suppliers and various company departments when special and critical quality issues occur and (4) to process consumer complaints alleged towards clients.

ESSENTIAL FUNCTIONS & RESPONSIBILTIES:

• Listen to phone calls to ensure that that supplier customer contact procedures are followed properly for both regulatory and fundamental guidelines;
• Conduct quality-related reviews of agent performance, evaluating against client and internal quality standards to ensure proper call and transaction handling. This includes extensive call monitoring, review of data entry/transactions processed and evaluation of any other performance metric that may impact quality;
• Determine overall supplier quality programs are in accordance with established requirements by conducting and evaluating various product tests and tests related to call monitoring and complaint resolution;
• Evaluate and take corrective action when necessary with regard to compliance opportunities identified through routine testing and monitoring;
• Educate and instruct personnel in recommended quality control improvements;
• Discuss compliance opportunities through evaluation with supplier management, make appropriate recommendations and set timetable for improvement and corrections;
• Function as an information source for suppliers and other departments when critical quality issues arise;
• Prepare supplier compliance evaluation reports and submit them to position’s supervisor; and
• Assist in development of special department projects and work in conjunction with the supervisor.
• Process consumer complaints across multiple clients, understanding the different definitions for a complaint and different procedures for each client
• Interact with suppliers to request information such as call logs and calls, follow up on requests and close the loop on requests
  
  

JOB COMPENTENCIES

The QA Specialist role requires an individual who is able to function in a team setting and one who can:

• Ability to provide feedback in a way that highlights strengths, which also clearly identifying opportunities
• Communicate constructively – able to speak up and express thoughts and ideas clearly, directly and honestly while maintaining respect for other team members;
• Listen actively – able to absorb, understand, and consider ideas and points of view from other team members;
• Problem-solving - identify and resolve problems in a timely manner; gathers and analyzes information skillfully.
• Teamwork - balance team and individual responsibilities; contribute to building a positive team spirit.
• Professionalism - accepts responsibility for own actions; follow through on commitments.
• Quality - demonstrates accuracy and thoroughness;
• Attendance/Punctuality - is consistently at work and on time;
• Dependability - follows instructions and responds to management direction;
• Strong computer skills using spreadsheet software and Microsoft Excel and Outlook
  
  

PHYSICAL DEMANDS & WORK ENVIRONMENT:

The physical demands and work environment characteristics described here and 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.

• Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; balance; stoop; talk and hear. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment: The noise level in the work environment is usually moderate.
  
  

Qualifications Required:

• Bachelor's Degree (preferred but not required)
• One to two years related experience and/or training a plus; or equivalent combination of education and experience
  
  

Other qualifications desired:

• Bilingual English/Spanish is a plus
• Knowledge of debt collection laws and/or experience in debt collection industry
  
  

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the position.

TRAKAmerica is an Equal Opportunity Employer. Our company offers a competitive, experience-based salary, a comprehensive benefits package that includes paid holidays, paid time off, health insurance, and 401k plan; and a performance-based bonus structure. Any offer of employment conveyed by TRAKAmerica is conditional upon the successful completion of the company’s lawful pre-employment checks/screens including, but not limited to, criminal background check, credit check, and drug testing (to the extent permitted and in accordance with applicable law).

Company Description

Based in Bonita Springs, FL, TRAK is a leading provider of outsourced legal recoveries to credit issuers and financial institutions. The Company utilizes a proprietary technology-enabled workflow management and data-analytics platform to provide a prioritized, streamlined and compliance-driven solution for consumer receivables. TRAK’s national legal network of law firms collects hundreds of millions in charged-off receivables on behalf of blue-chip clients annually. The Company’s legal-focused strategy generates an industry leading return on investment versus all other recovery methods.

Based in Bonita Springs, FL, TRAK is a leading provider of outsourced legal recoveries to credit issuers and financial institutions. The Company utilizes a proprietary technology-enabled workflow management and data-analytics platform to provide a prioritized, streamlined and compliance-driven solution for consumer receivables. TRAK’s national legal network of law firms collects hundreds of millions in charged-off receivables on behalf of blue-chip clients annually. The Company’s legal-focused strategy generates an industry leading return on investment versus all other recovery methods.