Call Quality & Compliance Specialist

PRA GROUP, INC.; Norfolk (VA); On-site; USD 22,000 - 34,000; Full time

Job summary

PRA Group is seeking a quality assurance analyst to support Operations through call listening, validation testing of process controls, and retraining for high-risk compliance areas. You will forecast future needs, identify gaps, document findings, and propose training enhancements, while partnering with management and stakeholders to drive improvements.

Your role requires experience with collections policies, strong research and analytical skills, and proficiency in Word, Excel, PowerPoint,

Qualifications

• One year collections experience or related experience and/or monitoring employee performance.
• Familiar with Collection policies and other appropriate Federal and State laws governing the industry.
• Ability to perform advanced research and analysis, report findings, recommend and implement process improvements.
• Ability to communicate information accurately and in professional business formats.
• Prefer experience using quality monitoring application (NICE).
• Must be proficient in Word, Excel, PowerPoint and Outlook.

Responsibilities

• Review and monitor calls to evaluate accuracy, adherence, and customer service.
• Provide compliance findings to Operations leadership and document follow-up.
• Validate and test effectiveness of quality reporting for Operations.
• Suggest improvements to compliance reporting and efficiency of QA resources.
• Collaborate to design and implement process improvements to controls and forecast needs.
• Update management on project status, deliverables, and deadlines.
• Ensure compliance with laws and company policies; participate in audits and remediation.
• Gather data using SQL, Access, SharePoint, NICE and MS Office.

Skills

Collections experience

Research & analysis

Communication

Process improvement

Tools

SQL

Access

Sharepoint

NICE

Microsoft Office

Job description

PRA Group is seeking a quality assurance analyst to support Operations through call listening, validation testing of process controls, and retraining for high-risk compliance areas. You will forecast future needs, identify gaps, document findings, and propose training enhancements, while partnering with management and stakeholders to drive improvements.

Your role requires experience with collections policies, strong research and analytical skills, and proficiency in Word, Excel, PowerPoint,