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• Conduct monthly audit to check the compliance of third-party collections agency on the contract/MSA
• Conduct call monitoring for third-party collections agency and for VoiceBot in reference to the approved call monitoring guidelines
• Identify areas for improvements and take actions in accordance with these needs to ensure compliance with quality standards
• Communicate quality trend results to vendors and stakeholders
• Prepare monthly reports of assigned reviews with specified recommendations to address top and/or recurring findings
• Look for trends and patterns in processes and suggest improvements and changes;
• implement process improvements designed to reduce process lapses and reduce error rates for collections processesWork closely with stakeholders to determine process weaknesses and improve process efficiency

This position is responsible for conducting quality assurance (QA) tests for Collections. The Quality Assurance Specialist is responsible for conducting different Day-2 review activities for Collections and ensuring that all errors are reported on time for prompt resolution. He/She shall handle audit reviews for collection agencies and assist in the developing QA test procedures.

External Agency

• Monthly Call Monitoring Review - Assess and rate the calls made by collections agencies and perform call calibration
• Call Calibration Sessions - Assist in performing monthly call calibration with agencies to discuss top errors, share best practices, and recommend action plans. May also be assigned to facilitate internal call calibration with collections, CXM, product, operations, and other relevant groups

VoiceBot

• Call Monitoring Review - measure VoiceBot recognition based on random sampling and listening to calls. Identify calls of interest for further investigation
• Monthly VoiceBot Recognition Review - Summarize all findings and identify which areas to focus on for improving VoiceBot recognition

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package