Job DescriptionJob DescriptionBenefits:Bonus based on performanceOpportunity for advancementPaid time offTraining & development We are seeking a detail-oriented Quality Assurance Representative to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization. The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills.Key ResponsibilitiesMonitor and evaluate inbound and outbound client calls to ensure adherence to company policies, scripts, and regulatory requirements.Review client files, enrollment documents, and communications for accuracy, completeness, and compliance.Ensure compliance with applicable regulations including TCPA, FDCPA, and other consumer protection standards.Identify trends, risks, and areas of improvement within sales and customer service teams.Provide detailed QA feedback and scoring to representatives and management.Assist with training initiatives and coaching opportunities based on QA findings.Maintain accurate records of QA reviews and audit results.Escalate compliance concerns or potential violations to management.Collaborate with operations, compliance, and training teams to improve processes and customer experience.Qualifications2+ years of Quality Assurance experience in a call center environment (debt settlement or financial services preferred)Strong understanding of debt settlement processes and compliance requirementsFamiliarity with TCPA, FDCPA, and consumer protection regulations preferredExcellent attention to detail and analytical skillsAbility to provide constructive feedback and coachingStrong written and verbal communication skillsProficiency with CRM systems and call monitoring toolsAbility to manage multiple tasks in a fast-paced environmentPreferred ExperienceExperience working within a debt settlement or debt relief companyExperience auditing sales, customer service, and retention callsExperience auditing client files for accuracy and complianceExperience working in CRM'sCompensation & BenefitsCompetitive salary based on experiencePerformance-based incentivesPaid time off and company holidaysOpportunities for growth within a rapidly expanding organization
Not specified in the original listing.
Not specified in the original listing.
