Job Title: Quality Assurance Specialist
Job Responsibilities:
- Establish a schedule for monitoring collection calls for department employees.
- Audit unit activities, examine records, and monitor employee work products to ensure compliance with client work standards, firm procedures, and all other applicable rules and regulations, such as the Fair Debt Collection Practices Act (.).
- Develop and maintain a scorecard system to document caller activities.
- Identify employees requiring additional training and refer them to the management team and collections trainer for follow-up.
- Conduct special audits for management as required.
- Stay informed of new or changing client standards and government regulations to ensure collection activities remain in compliance.
- Prepare routine reports and submit findings to the management team.
- Assist with identifying trends and suggest ideas for new or expanded training programs.
- Provide accurate and timely quality monitoring reports to clients regarding quality, compliance, and performance measures.
- Provide requested information in response to client audits.
- Provide feedback to Network Firms by monitoring calls for external vendor programs.
- Ensure the accuracy of information and quality of delivery by monitoring telephone calls and recommending improvements.
- Accurately respond to client questions/concerns in a timely manner.
- Perform 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 the business unit to ensure consistent quality measurement and feedback.
- Maintain professional and technical knowledge by attending educational workshops and reviewing professional publications.
- Complete all required training applicable to the assigned position.
- Perform additional duties as requested or required.
Education and Experience Information:
- College degree preferred; High school diploma/GED required.
- 3 years of relevant collection experience and an 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.
- Ability to collaborate with internal departments and external clients for information sharing and gathering.
- Proficiency in Microsoft Office products (Word, Excel, Outlook).
- Knowledge of applicable federal regulations.
- Ability to type a minimum of 35 words per minute.
Salary Information:
- per hour.
- Paid Time Off (PTO) - 16 days annually plus 9 company-paid holidays.
- Competitive benefits including Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance, and more.
- Promotional opportunities from within the law 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.
Equal Opportunity Employer:
The law firm is an Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, applicants are encouraged to review the "Know Your Rights" notice from the Department of Labor.
