Compliance Quality Monitoring Specialist

PRA GROUP, INC.; Norfolk (VA); Sur place; USD 23 000 - 34 000; Plein temps

Avantages offerts par ce poste

Bonus programs

Equity programs

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k match

Résumé du poste

PRA Group is seeking a Compliance Quality Analyst to monitor and evaluate recorded consumer interactions for accuracy, adherence, and customer service in an office setting. The role involves providing feedback to operations managers, maintaining records, and contributing to calibration sessions to ensure consistent standards.

The ideal candidate has at least one year in collections, strong communication skills, and proficiency with MS Office.

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 (Excel, Word and Outlook).
• Prefer experience using quality monitoring applications (NICE, Witness).
• Prefer experience with PRA’s collection software applications and telephone system applications.
• Familiar with PRA’s collection policies and other Federal and State laws governing our industry.

Responsabilités

• Provides constructive and accurate written feedback to Operation Managers on required compliance and operational improvements via comments on evaluation forms.
• Ensures production and quality goals are met daily, weekly, and monthly.
• Participates in internal calibration sessions to ensure consistent evaluation standards across the department.
• Updates and maintains departmental records.
• Identifies and communicates compliance trends to CQM Management.
• Performs other projects or special assignments as required by management.

Connaissances

Communication

Independence

Teamwork

Fast-paced

MS Office proficiency

Outils

MS Excel

MS Word

MS Outlook

NICE

Witness

PRA collection software

Telephone system applications

Description du poste

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:

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.

As a global leader in acquiring and collecting nonperforming loans, PRA Group returns capital to banks and other creditors to help expand financial services for consumers. With thousands of employees worldwide, PRA Group companies collaborate with customers to help them resolve their debt.

For more information, please visitwww.pragroup.com.