GENERAL PURPOSE OF THE JOB

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. 

ESSENTIAL JOB FUNCTIONS

  • 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

QUALIFICATIONS

  • 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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