Quality Assurance Specialist Job Dublin area,California USA,Quality Assurance

The Quality Assurance Specialist is responsible for reviewing firm wide collection activities to ensure compliance with Fair Debt Collection Practices Act (F.D.P.C.A.), client work standards, and firm policies and procedures.

Responsibilities/Duties/Functions/Tasks:

Establishes schedule for monitoring collection calls for department employees
Audits unit activities, examines records, and monitors employee work products to ensure compliance with client work standards, firm procedures, and all other applicable rules and regulations, such as Fair Debt Collection Practices Act (F.D.C.P.A.)
Develops and maintains scorecard system to document caller activities
Identifies employees requiring additional training and refers to management team and collections trainer for follow-up
Conducts special audits for management, as required
Keeps abreast of new or changing client standards and government regulations to ensure collection activities remain in compliance
Prepares routine reports and submits findings to management team
Assists with identifying trends and suggests ideas for new or expanded training programs
Provides accurate and timely quality monitoring reports to client regarding quality, compliance and performance measures
Provides requested information in response to client audits
Provides feedback to Network Firms by monitoring calls for external vendor programs
Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements.
Accurately responds to client questions/concerns in timely manner
Performs special projects as required, such as assisting with the development, research, and delivery of new trainings, or other job aids when necessary
Attend group monitoring sessions with clients and business unit to ensure consistent quality measurement and feedback
Maintains professional and technical knowledge by attending educational workshops and reviewing professional publications
Complete all required training applicable to assigned position
Additional duties as requested or required

Qualifications:

3 years relevant collection experience and understanding of the legal process or an equivalent combination of education, training, and experience
Excellent written and oral communication skills.
Excellent attention to detail and time management skills to meet deadlines
Collaboration with internal departments and external clients for information sharing and gathering
Must be able to use Microsoft Office products (Word, Excel, Outlook)
Knowledge of applicable federal regulations
Types a minimum of 35 words per minute

Compensation and Benefits:

The expected pay range for this position is $22.79 - $28.13 depending on experience
Paid Time Off (PTO) - 16 days annually +9 Company paid holidays
Competitive benefits - Medical, Rx, Dental, Vision, 401(k), Parental Leave, Life and Disability Insurance and more. You can review our benefits at for more information.
Promotional opportunities from within the Firm
Employee Perks available from Verizon, Car Dealerships, Local Movie Theaters, Theme Parks, etc. Positive office environment with regularly scheduled parties, contests, and community support initiatives
On site "Bistro To Go" vending and fresh foods available
Free parking
Free onsite fitness center for all employees

Physical and Mental Demands:

The physical and mental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the empl oyee is regularly required to remain in a stationary position at a workstation.

This position requires constant use of…