Quality Assurance Associate

Job Description

Job Description

Salary : $15.00 - $17.00 per hour

Wouldnt it be great to build your career at a growing company recognized 6 years in a row from 2019 to 2025 as the winner of Best Places to Work in collections and the 2025 winner of Best Places to Work for Women. 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 opportunities for growth.

Position Overview

We are looking for detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to, and score recorded phone calls to ensure they meet regulatory requirements (FDCPA, HIPAA, state laws) and client / company quality standards. Youll play a crucial role in helping our agents maintain compliance and deliver a positive experience, as outlined in the Position Overview.

We are seeking detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to, and score recorded phone calls to ensure compliance with regulatory standards (FDCPA, HIPAA, state laws) and meet client / company quality standards. You will play a vital role in helping our agents maintain compliance and deliver a positive experience for consumers.

Job Duties :

• Listen to and evaluate inbound and outbound collection calls based on a predetermined scorecard
• Score calls are based on set criteria such as professionalism, accuracy, compliance, and overall effectiveness.
• Provide clear, documented feedback to leadership for training and improvement based on observations while monitoring calls
• Ensures day-to-day operations are conducted in compliance with regulatory and legal requirements, including FDCPA, state regulations, HIPAA, and the companys policies and procedures, by performing ongoing testing of the businesss operations and procedures.
• Review other quality-related documentation or reports assigned by management

Skills / Qualifications :

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

Salary : $15.00 - $17.00 per hour

Benefits :

Schedule :

Education :

Experience :

Work Location : In-office position

3300 Riders Trail South

Suite 500

Earth City, Missouri 6304