Job Description
About The Job
The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving the quality of collection calls and processes. The QA ensures compliance with regulatory requirements, internal policies, and customer service standards to optimize recovery rates and maintain a professional customer experience.
Job Responsibilities/expectations
The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving the quality of collection calls and processes. The QA ensures compliance with regulatory requirements, internal policies, and customer service standards to optimize recovery rates and maintain a professional customer experience.
Job Responsibilities/expectations
- Monitor and audit collection calls, emails, and other customer interactions to ensure adherence to compliance, policy, and quality standards.
- Evaluate agents' performance against pre-defined quality parameters, including communication skills, debt collection compliance (FDCPA, CFPB, etc.), negotiation techniques, and professionalism.
- Provide timely and constructive feedback to collection agents and team leaders to support continuous improvement.
- Identify gaps in performance, training needs, or process inefficiencies and suggest actionable...
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