Call Center QA Specialist: Compliance & Performance

Lobel Financial

Anaheim (CA)

On-site

USD 32,000 - 34,000

Full time

4 days ago

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Job summary

Lobel Financial is seeking a detail-oriented Quality Assurance (QA) Specialist to support our growing auto finance collections team. This role focuses on evaluating collector interactions, ensuring compliance with applicable laws and internal policies, and improving processes.

The QA Specialist reviews live and recorded calls, assigns ratings, documents findings, and communicates results to management. Strong attention to detail and clear communication are required; experience in collections or

Qualifications

High School diploma or GED; associate or bachelor's preferred.
1–3 years of experience in collections, customer service, or related field.
Strong attention to detail and objective evaluation.
Clear written and verbal communication skills.
Ability to organize priorities and meet deadlines under pressure.
Working knowledge of Microsoft Word and Excel.
Ability to learn departmental operations quickly.
Commitment to learning and continuous improvement.

Responsibilities

Review live and recorded calls to evaluate collector interactions.
Assess compliance with legal, regulatory, and internal policy requirements.
Evaluate the effectiveness and professionalism of collection techniques.
Complete evaluations, assign performance ratings, and document findings on schedule.
Communicate findings and trends to management.
Escalate significant compliance concerns or collection issues immediately.
Notify management of issues or delays affecting workflows.
Use Microsoft Word and Excel for assignments, reporting, and documentation.
Support projects that improve departmental efficiency and performance.