Quality Assurance Analyst- Houston in Houston, TX at Alltran

Date Posted: 2/10/2020

Job Snapshot

Job Description



The Quality Assurance Analyst provides quality control and assurance of service via auditing Collections Specialist calls to borrowers with the intent to satisfy customer contractual requirements.



Essential Responsibilities

  • Perform audits on recorded calls using monitoring form, document findings in system to ensure compliance policies and procedures are satisfied.
  • Update proprietary tracking form and use Excel spreadsheet to report deviations from quality standards to satisfy customer and/or Department of Education contract(s).
  • Ability to work effectively in a team environment, professionally communicate findings to correct problems and reduce risk to company.
  • Demonstrate time management balancing quality of work with meeting deadlines in a production and metrics driven environment.
  • Diligent in focusing on details and pursues quality in accomplishing assigned tasks.
  • Provide input for educating and training staff on recurring issues or gaps.
  • Comply with all policies, procedures, and relevant federal/state laws and regulations for client(s) being worked including but not limited to: Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), Privacy Act and Federal Information Security Management Act (FISMA).

Job Requirements

Required Competencies___________________________________________________

  • Listening/Speaking – listens to and learns what others say then verbally conveys ideas and facts to solve a problem.
  • Accountability/Dependability – takes ownership and personal responsibility for quality and timeliness of work achieving results with limited supervision.
  • Problem Solving – examines data to grasp issues, draw conclusions, and solve problems.
  • Decision Making and Judgment – makes timely, informed decisions that take into account the facts, goals, constraints and risk.
  • Personal Effectiveness – manages time and resources to achieve goals while maintaining confidentiality and working honestly in all dealings.
  • Influencing Others – addresses issues in a constructive, professional manner and persuades others to approach problem in the same manner.
  • Adaptability/Flexibility – adapts to changing business needs and conditions.


Required Education & Work Experience

  • High school diploma (some college preferred).
  • Must be able to complete and clear background and drug screen
  • 1 – 3 years of experience in collections/accounts receivable industry.
  • Working knowledge of debt collections laws and regulations a plus.
  • Ability to multi-task, work with autonomy, make timely business decisions with integrity and good judgment.
  • Strong sense of professionalism and effective communicator in all interactions.
  • Working in a high performance and goal oriented culture.
  • Proficiency with Microsoft Office and aptitude to learn proprietary software.
  • Bilingual Spanish skill is highly preferred.



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