About The Job
The Quality Analyst (QA) is responsible for monitoring, evaluating, and improving the quality of collection calls and processes. The QA ensures compliance with regulatory requirements, internal policies, and customer service standards to optimize recovery rates and maintain a professional customer experience.
Job Responsibilities/expectations
- Monitor and audit collection calls, emails, and other customer interactions to ensure adherence to compliance, policy, and quality standards.
- Evaluate agents performance against pre-defined quality parameters, including communication skills, debt collection compliance (FDCPA, CFPB, etc.), negotiation techniques, and professionalism.
- Provide timely and constructive feedback to collection agents and team leaders to support continuous improvement.
- Identify gaps in performance, training needs, or process inefficiencies and suggest actionable improvements.
- Collaborate with operations, training, and compliance teams to ensure alignment of quality standards.
- Prepare and deliver quality performance reports, dashboards, and insights for management.
- Participate in calibration sessions with internal and external stakeholders to ensure scoring consistency.
- Ensure documentation of audits is complete, accurate, and in line with company policies.
- Stay up to date on changes in debt collection laws, compliance standards, and customer interaction best practices.
- Assist in designing QA scorecards, audit checklists, and SOP documentation.
Minimum Qualifications
2+ years of experience in a Quality Analyst or QA role, with collections experience 1st Party or 3rd Party in an international BPO
Desired Qualifications
- Bachelors degree
- 2+ years of experience in a Quality Analyst or QA role, with collections experience 1st Party or 3rd Party in an international BPO
- Experience with debt collections in the US is a plus
- Knowledge of Six Sigma, COPC, or similar quality frameworks is an advantage
This job is provided by Shine.com
