Quality Assurance Associate

Wouldn’t it be great to build your career at a growing company recognized 5 years in a row from 2019 to 2024 as the winner of Best Places to Work in collections? At Credit Control, we know without a doubt that our driven, dedicated team members are the foundation of our success. Employees are rewarded with excellent benefits, competitive compensation, and growth opportunities.

Job Purpose:

Monitors telephone calls, recommends improvements, and ensures compliance with state and federal laws to ensure the accuracy of information and quality of delivery.

Job Duties:

• Determines quality standards/compliance by studying inbound and outbound calls

• Verifies results by measuring skills in scripts, service, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of a call.

• Provide feedback to site managers by monitoring calls and monitoring feedback for external client requirements.

• Evaluate call approaches by rating the effectiveness of representatives, providing quality ratings, and identifying training needs.

• Directs quality initiatives by requiring adherence to quality assurance policies and procedures; developing new models; implementing changes

• Contributes to team effort by accomplishing related results as needed.
  


• Ensures day-to-day operations are conducted in compliance with regulatory and legal requirements, including FDCPA, state regulations, HIPPA, and the company’s policies and procedures, by conducting ongoing testing of the business’s operations and procedures.

Skills/Qualifications:

• Proficient with Microsoft Office applications, particularly Office, Excel, and Word.


• Excellent written communication skills.


• Ability to effectively interact and communicate with regulatory officials and employees at all levels of the organization


• Product knowledge of FDCPA, state regulations, and HIPPA


• Experience directly related to Customer Service, Listening, Quality Management, and Supervision.


• High School Diploma or Equivalent.

Job Type: Full-time. This is an in-office position.

Salary: $15.00 - $17.00 per hour

Benefits:

• Flexible Schedule

• Medical/Dental/Vision


• Life Insurance


• Paid Time Off


• Paid Vacation Time


• Paid Holidays


• Paid Bereavement


• Paid Training


• 401k with company match


• Annual Retention Bonus


• Professional Development Grant Program


• Employee Assistance Program


• Ongoing Contests & Prizes


• Annual Company Events


• Company Referral Program


• ADP Lifemart Employee Discounts

Schedule:

• 8-hour shift


• Day shift


• Holidays


• Monday to Friday


• No nights


• Overtime
  

Education:

• High school or equivalent (Preferred)

Experience:

• Computer skills: 1 year (Preferred)


• Data entry: 1 year (Preferred)


• Microsoft Office: 1 year (Preferred)

Work Location: In-office position

3300 Riders Trail South

Suite 500

Earth City, Missouri

63045