Quality Assurance Representative

CONSUMER DEFENSE PARTNERS LLC; Boynton Beach (FL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Bonus based on performance

Opportunity for advancement

Paid time off

Training & development

Job summary

CONSUMER DEFENSE PARTNERS LLC is looking for a Quality Assurance Representative in Boynton Beach, Florida. In this role, you will monitor and evaluate client interactions to ensure compliance with company policies and regulatory standards. The ideal candidate will possess 2+ years of QA experience in a call center, strong analytical skills, and familiarity with debt settlement processes. The position offers competitive salary, performance-based incentives, and opportunities for advancement within a growing organization.

Qualifications

• 2+ years of Quality Assurance experience in a call center environment required.
• Strong understanding of debt settlement processes and compliance requirements needed.
• Familiarity with TCPA, FDCPA, and consumer protection regulations preferred.

Responsibilities

• Monitor and evaluate inbound and outbound client calls for compliance.
• Ensure adherence to company policies and regulatory requirements.
• Provide detailed QA feedback and scoring to representatives.

Skills

Quality Assurance in call center

Analytical skills

Detail-oriented

Communication skills

CRM systems

Tools

Call monitoring tools

Job description

Benefits

• Bonus based on performance
• Opportunity for advancement
• Paid time off
• Training & development

We are seeking a detail-oriented Quality Assurance Representative to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization.

The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills.

Key Responsibilities

• Monitor and evaluate inbound and outbound client calls to ensure adherence to company policies, scripts, and regulatory requirements.
• Review client files, enrollment documents, and communications for accuracy, completeness, and compliance.
• Ensure compliance with applicable regulations including TCPA, FDCPA, and other consumer protection standards.
• Identify trends, risks, and areas of improvement within sales and customer service teams.
• Provide detailed QA feedback and scoring to representatives and management.
• Assist with training initiatives and coaching opportunities based on QA findings.
• Maintain accurate records of QA reviews and audit results.
• Escalate compliance concerns or potential violations to management.
• Collaborate with operations, compliance, and training teams to improve processes and customer experience.

Qualifications

• 2+ years of Quality Assurance experience in a call center environment (debt settlement or financial services preferred)
• Strong understanding of debt settlement processes and compliance requirements
• Familiarity with TCPA, FDCPA, and consumer protection regulations preferred
• Excellent attention to detail and analytical skills
• Ability to provide constructive feedback and coaching
• Strong written and verbal communication skills
• Proficiency with CRM systems and call monitoring tools
• Ability to manage multiple tasks in a fast-paced environment

Preferred Experience

• Experience working within a debt settlement or debt relief company
• Experience auditing sales, customer service, and retention calls
• Experience auditing client files for accuracy and compliance
• Experience working in CRM’s

Compensation & Benefits

• Competitive salary based on experience
• Performance-based incentives
• Paid time off and company holidays

Opportunities for growth within a rapidly expanding organization