Customer Interaction Quality & Compliance Specialist

PRA GROUP, INC.; Norfolk (VA); On-site; USD 23,000 - 34,000; Full time

Benefits offered by this job

Bonus programs

Equity programs

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k match

Job summary

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.

Responsibilities

• 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.

Skills

Communication

Independence

Teamwork

Fast-paced

MS Office proficiency

Tools

MS Excel

MS Word

MS Outlook

NICE

Witness

PRA collection software

Telephone system applications

Job description

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.