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Quality Assurance Specialist - Chesapeake, VA-#2196



Chesapeake, VA-#2196

***Please click the link below to apply online***


SUMMARY: Responsible to monitor the collection staff to ensure quality customer service and compliance with applicable federal and state laws, company policies and procedures.



  • Monitors inbound and outbound calls, completes review of all calls monitored and retains records of calls monitored.



  • Reports and communicates on staff professionalism observed during monitoring.



  • Monitors Right to Cure requests and send letters when required.



  • Communicates with customers concerning redemption requirements.



  • Monitors repossession activity with collections and vendors and to ensure compliance with company guidelines.



  • Reviews accounts to ensure repossession strategy complies with company procedures.



  • Reconciles repossession and remarketing invoices.



  • Other duties as assigned.




  • Must have experience in 1st party and 3rd party collections and/or collection quality assurance.



  • Outstanding interpersonal skills with the ability to maintain confidentiality.



  • Excellent listening skills and ability to retain information.



  • Proven excellence in written and oral communications.



  • Comprehensive knowledge of Microsoft Office Suite, specifically Microsoft Word and Excel.



  • Good time management and organizational skills.



  • Must be able to work independently; under pressure and meet deadlines.



  • Must be detail oriented.



***Bilingual Spanish Speaker preferred***


EDUCATION AND WORK EXPERIENCE: High school diploma or general education degree (GED). One to two years collections experience.


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