Compliance Quality Monitoring Specialist

PRA Group (Nasdaq: PRAA); Norfolk (VA); Presencial; USD 23.000 - 34.000; Jornada completa

Descripción de la vacante

PRA Group in Norfolk, VA seeks a detail-oriented evaluator to monitor consumer interactions for accuracy, adherence, and service quality. The role focuses on providing structured feedback, maintaining records, and supporting calibration sessions.

This office-based position requires teamwork in a fast-paced environment. Qualified candidates have 1 year in collections or related experience, proficient MS Office skills, and familiarity with PRA policies and laws governing our industry.

Formación

• 1 year of collections experience or related experience and/or monitoring employee telephone performance.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office applications (Excel, Word, Outlook).
• Experience with quality monitoring applications (NICE, Witness) preferred.
• Familiar with PRA’s collection policies and applicable laws.

Responsabilidades

• Provides constructive and accurate written feedback to Operation Managers on required compliance and operational improvements (via comments on evaluation forms).
• Ensures that production and quality goals are met daily, weekly, and monthly.
• Participates in internal departmental calibration sessions to ensure consistent evaluation of standards for accuracy, adherence and customer service.
• Responsible for updating and maintaining departmental records.
• Identify and communicate compliance trends verbally and in writing to CQM Management.
• Perform other projects or special assignments as required by management.

Conocimientos

Collections experience

Communication skills

Teamwork

Fast-paced environment

MS Office

Quality monitoring apps

PRA collection software

PRA policies knowledge

Herramientas

NICE

Witness

Descripción del empleo

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:

Monitors and evaluates recorded inbound and outbound consumer interactions for adherence to defined standards for accuracy, adherence, and customer service.

Key Responsibilities (other duties may be assigned):

• Provides constructive and accurate written feedback to Operation Managers on required compliance and operational improvements (via comments on the evaluation forms).
• Ensures that production and quality goals are met on a daily, weekly, and monthly basis.
• Routinely participates in internal departmental calibration sessions to ensure that the evaluation of defined standards for accuracy, adherence and customer service are consistent across the department.
• Responsible for updating and maintaining departmental records.
• Responsible to identify and communicate compliance trends verbally and in writing to CQM Management.
• Perform other projects or special assignments, as required by management.

Professional Experience/Qualifications:

• One year collections experience or related experience and/or monitoring employee telephone performance.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Ability to work in a fast-paced environment.
• Proficient in Microsoft Office applications (specifically MS Excel, Word and Outlook).
• Prefer experience using quality monitoring applications (e.g. NICE, Witness).
• Prefer experience with PRA’s collection software applications and telephone system applications.
• Familiar with PRA’s collection policies and other appropriate Federal and State laws governing our industry.

Work Environment:

Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations. The noise level of the environment is usually moderate. This position is a:

• Sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day.

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Salary Range:

$16.88 - $25.34

PRA Group has an effective process for assessing market data and establishing ranges to ensure we remain competitive. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, specific working location and market position. This posted salary range is a good faith and reasonable estimate, and PRA Group reserves the right to adjust this range depending on the qualifications and location of the selected candidate. In addition to base salary, PRA may offer additional benefits to include performance based bonus programs and/or equity programs depending on the position. PRA offers paid time off, medical, dental, vision, 401k match, life insurance, and other benefits to assist with the physical and mental wellbeing of our employees.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.