The debt collection industry is a highly regulated industry with a constantly changing regulatory environment with complex Federal and State laws. The Quality Assurance Representative (“QA Rep”) will audit phone calls of Consumer Relations/Collections Department to perform quality assurance review and call scoring. The QA Rep will also support the Compliance Department with the robust compliance management system, ongoing projects, and special projects. 


  • Understand and apply changing federal regulations (FDCPA/FCRA/UDAAP/HIPAA/Red Flags) and client requirements involving consumer-protection & credit and collection industry to processes
  • Monitor and audit telephone calls of collection agents for compliance with company practices, legal compliance, and quality assurance standards
  • Perform independent quality assurance review, scoring and write-ups
  • Draft summaries of call audit results, prepare charts, graphs, spreadsheets, and reports
  • Provide regular reporting of QA issues to Compliance Department personnel
  • Prepare power point presentations and assist with Compliance trainings
  • Assist with PPMS audits
  • Assist with internal audits
  • Document and track compliance related activities
  • Update compliance tools and processes
  • Conduct special investigations of complaints
  • Work with managers, collection representatives and other personnel
  • Other job related duties as assigned


  • Experience with Microsoft Office Products, including Word, Excel, Outlook and PowerPoint
    • Intermediate Level Excel testing is required
    • Typing test is required – minimum 35 WPM (40 WPM preferred)
  • Strong listening, communication, reading, writing, problem solving, writing, organizational, and people skills
  • Possess confidence and take initiative to communicate QA/audit findings to Manager of Compliance/In-House Counsel
  • Detail oriented and organized
  • Commitment to accountability to seeing tasks to completion and transparency
  • Work with confidentiality, professionalism, and impartiality
  • Versatility, ability to prioritize and handle multiple tasks, ability to work effectively and collegially on a small team with a significant workload
  • Self-starter, ability to work independently and strong computer skills
  • Ability to interact collaboratively with various company departments and levels of staff
  • Background in the debt collection industry a plus

Optio Solutions brings a unique and quality-based approach to our clients’ delinquent accounts with proven written and verbal demand services. Optio Solutions offers team-oriented departments and a diverse group of friendly, motivated people.  We enjoy a business-casual work place, contests, events and more! Optio Solutions offers Medical, Dental, Vision, Life, AD&D, 401(k) with company match and Holiday/Sick/Vacation pay. EOE

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