Quality Assurance Analyst in Houston, TX at Alltran

Date Posted: 7/23/2018

Job Snapshot

Job Description

Job Title:               Quality Assurance Analyst

Reports To:           Director of Quality

FLSA Status:         Non-Exempt

Department:          Operations

                   

Purpose

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 and/or Department of Education 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).
  • 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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