Customer Communications Quality Analyst ll

PRA GROUP, INC.; Norfolk (VA); On-site; USD 55,000 - 83,000; Full time

Benefits offered by this job

Bonus programs

401k match

Paid time off

Medical, dental, vision

Life insurance

Job summary

PRA Group is seeking an IT Analyst to drive Product and Process Quality by building a robust SQL reporting framework and improving letter processes. You will develop queries, monitor audits, and support compliance efforts across teams.

The role emphasizes cross‑functional collaboration, testing, and documentation to ensure high-quality IT outputs. Ideal candidates have 4+ years in IT Product/Process Quality, advanced SQL skills, strong Excel with V-Lookups, and intermediate Power BI expertise,

Qualifications

• 4+ years of experience as an Analyst with strong Office and SQL skills.
• Advanced SQL skills for complex queries used in audits and reports.
• Advanced Excel with V-Lookups and intermediate Power BI skills.
• 4+ years in IT Product and Process Quality and related duties.
• Ability to multi-task with minimal supervision and strong communication.
• Bachelor’s degree in Computer Science, Information Technology, Business/Public Administration or equivalent.

Responsibilities

• Create, modify and run advanced SQL queries for audits and daily reports.
• Process daily letter files and ensure letters reach customers per requirements.
• Coordinate with business units to define requirements and test with users.
• Update procedures and support cross‑department quality improvements.

Skills

SQL

Advanced SQL

Excel with V-Lookups

Power BI

IT Process Quality

Education

Bachelor's degree (CS/IT/Business)

Job description

Position Summary

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. Role performs IT Product and Process Quality work that is focused on planning and implementing a framework to ensure error-free product to end users. Role provides support to this team primarily by developing new letters and modifying current templates and through monitoring, testing, auditing and reviewing the letter process. Performs functions directly related to compliance and internal audits and may be subject to General Council review. Creates and modifies queries using intermediate to advanced SQL skills. Performs work under minimal supervision and is responsible for multi-tasking, prioritizing work and maintaining an organized work environment.

Professional Experience / Qualifications

• 4+ years of experience as an Analyst with solid proficiency in Microsoft Office Suite and SQL
• Must have advanced SQL skills in creating SQL queries (complex joins and table creation) used to access data needed for audits, daily reports, and ad hoc tasks.
• Advanced Excel with V-Lookups, as well as intermediate Power BI skills
• 4+ years of related IT Product and Process Quality experience preferred (Intermediate to Advanced Level)
• Able to prioritize job assignments and multi-task various recurring and ad-hoc job requirements under minimal supervision
• Strong written and verbal communication skills.
• Excellent attention to detail
• Bachelor’s degree in Computer Science, Information Technology, Business/Public Administration or equivalent combination of related education and experience

Key Responsibilities

• SQL Database Reporting Creates, modifies, and runs intermediate to advanced SQL queries used to access data needed for audits, daily reports, and ad hoc tasks.
• IT Product & Process Quality Responsible for processing the daily letter file and ensuring that all letters are sent to customers as required. Ensure that process and procedures are carried out accurately to eliminate any audit findings or potential external complaints by running proactive analyses/reports to ensure process is running efficiently. Submits new or existing letter drafts for approval by General Council and Compliance. Interacts with business partners at all levels including maintaining all regulatory and compliance standards, conveying requests to IT and Application Development, perform user and acceptance testing, and troubleshoot issues as they occur. Partners with other business units to assist in defining business requirements. Acts as the Liaison for one or more IT development teams working closely with Product Management. Works closely with multiple departments on ad-hoc letter requests.
• Updates all assigned procedure documentation and collaborate within the team and with internal and external partners to improve operational performance, compliance, and efficiency. May assist with on-the-job training within the department.
• IT Process Quality work is focused on planning and implementing a framework to ensure error-free product. Planning and implementing programs to ensure all information systems products and services meet minimum organization standards and end-user requirements. Ensuring adequate product testing prior to implementation, devising improvements to current processes and procedures, developing models of possible future configurations. Administering problem management process, including monitoring and reporting on problem resolution. Devising improvements to current procedures. Performing work-flow analysis and recommending quality improvements.

Salary Range

Salary Range: $55,300.00 - $82,900.00 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.

Benefits

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.

Equal Opportunity / Diversity

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.

About PRA Group

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 visit www.pragroup.com.