Quality & Compliance Monitor — Customer Interactions

PRA Group (Nasdaq: PRAA); Norfolk (VA); On-site; USD 23,000 - 35,000; Full time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401k match

Life insurance

Job summary

PRA Group, based in Norfolk, Virginia, seeks a Compliance Evaluation Specialist to monitor and evaluate recorded consumer interactions for accuracy, adherence, and customer service quality.

Your role includes providing constructive feedback to Operation Managers, maintaining departmental records, and surfacing compliance trends to management while supporting calibration sessions and ongoing process improvements in a fast-paced office environment.

Qualifications

• One year collections experience or related experience.
• Strong communication and interpersonal skills.
• Ability to work independently and in a team environment.
• Proficient in Microsoft Office applications (MS Excel, Word and Outlook).
• Familiar with PRA’s policies and applicable Federal and State laws governing our industry.

Responsibilities

• Provide 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.

Skills

Collections experience

MS Excel

MS Word

MS Outlook

Quality monitoring tools

Tools

NICE

Witness

PRA collection software

Job description

PRA Group, based in Norfolk, Virginia, seeks a Compliance Evaluation Specialist to monitor and evaluate recorded consumer interactions for accuracy, adherence, and customer service quality.

Your role includes providing constructive feedback to Operation Managers, maintaining departmental records, and surfacing compliance trends to management while supporting calibration sessions and ongoing process improvements in a fast-paced office environment.