Quality Analyst, Dispute Investigation Analyst & Complaint Administrator

Are you passionate about quality and excellence? Join our Quality and Compliance Department in one of the three (3) available roles! Your keen eye for detail and commitment to quality will shape our success and drive innovation.

Are you passionate about quality and excellence? Join our Quality and Compliance Department in one of these three (3) available roles! Your keen eye for detail and commitment to quality will shape our success and drive innovation.

Quality Analyst

Job Summary

The quality analyst randomly evaluates, and documents call recordings in support of the client goals and initiatives. He/she will fairly and consistently review the calls with consumers to ensure accuracy and compliance with regulations used to assist in coaching collectors. The evaluator will document the call results, provide feedback and trend analysis, as well as provide exemplary calls for recognition to leadership. Additionally, the evaluator will participate in and conduct calibration meetings.

Essential Functions:

• Record evaluations utilizing the compliance monitoring program provided by client.
• Responsible for monitoring inbound and outbound
• Conduct call calibration meetings.
• Verify accurate information and solutions are being provided to customers
• Create and deploy a reporting strategy that connects data and provides business intelligence.
• Provide relevant and timely information to immediate management and peers.
• Must have the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced
• Emphasis placed on service quality and full compliance with internal controls, policies and regulations.
• Effective in initiating changes, identifying new methods.
• Recommend process improvements.
•  

 Dispute Investigation Analyst 

Job Summary

The dispute investigation analyst will promptly research consumer dispute claims by reviewing account notes and listening to calls. Based on the investigation results, the investigation analyst will take action by utilizing resource tools such as e-Oscar and specific collections system, to resolve disputes by deleting or updating trade lines on consumer credit report in accordance with the Fair Credit Reporting Act (FCRA). 

Essential Functions:

• Locate account(s) associated with dispute and ensure account(s) are restricted from further dialing until a resolution is determined.  This includes but is not limited to requesting consumer numbers are added to DNC lists, status changes etc.
• Conduct investigations surrounding consumers dispute claims. This includes but is not limited to reviewing account notes, listening to related phone calls, managing consumer reporting on e-Oscar, requesting Validation of Debt (VOD), etc.
• Communicate with credit bureaus to ascertain information relevant to the investigation process.
• Respond promptly via email to disputes received from internal departments outlining dispute findings.
• Determine and complete letter correspondence to be sent to consumers based on investigation findings.
• Competently navigate the E-Oscar platform and respond to dispute through said platform.
• Complete tracking log for data analysis to be used by persons at the executive level.
• Provide relevant and timely information to immediate management and peers.
• Demonstrate the capacity to make decisions and incorporate strategic planning to ensure deadlines are met and quality work is produced.
• Effective in initiating changes, adapting to necessary changes from old methods when they are no longer practical.
• Identifying new methods and generating improvement in facility's performance.
• All other duties as assigned.

Complaint Administrator

Job Summary 

 Job duties include compiling and organizing all relevant documents and reports necessary for thoroughly investigating each complaint. This role involves collecting, verifying, and consolidating information from various sources to ensure comprehensive and accurate data is available for further research. Additionally, it involves assisting in facilitating a seamless and efficient investigation process.

Qualification and Requirements:

• Minimum of 1 year experience performing quality assurance in a call center environment preferred
• At least 4 CXC or GCE subjects, inclusive of English
• Exceptional listening and analytical skills.
• Strong written communication skills. Excellent grammar, spelling and sentence construction
• Must be able to effectively communicate with agents, internal departments, and management
• Professional demeanor, dependable, and able to maintain confidential information
• Proficiency in Microsoft Office Suite programs required