Quality Analyst and Correspondence Processor
Radius Global Solutions
- St. James
- See description
- Permanent full-time
- Updated 18/03/2025
- Human Resources Department
Are you passionate about quality and excellence? Join our Quality and Compliance Department! 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! 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.
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.
Correspondence Processor
Job Summary
The Client Correspondence Representative will receive, review, determine and execute the appropriate response for all incoming correspondence.
Functions:
- Open, sort and distribute the incoming mail
- Update weekly logs and productivity reports
- Update Collection System
- Prepare necessary letters to consumers
- Request or retrieve Validation of Debt
- Send Validation of Debt
- Maintain copies of letters and documents sent to the customer or authorized third party
- Coordinate client-related requests with all internal business units
- Develop and apply knowledge, understanding, and compliance with all Federal, State, and Local laws and regulations, with functional area and with Company policies and procedures
- Regular attendance and timeliness are required due to the production-based nature of the business and client requirements.
- Provide proactive feedback to the manager concerning process improvements for efficiencies.
- Perform other duties as assigned
Supervisory Responsibilities/Accountabilities
- This position does not have Supervisory Responsibilities/Accountabilities
Requirements:
- At least 5 CXC/GCE O'Level subjects, including English and Math. Associate degree preferred
- Experience interpreting account contracts, reports and client correspondence
- Excellent written and oral communication/interpersonal skills. The ability to communicate with internal and external customers in a pleasant manner.
- Strong computer proficiency (MS Office Suite)
- Effective customer service and follow through skills
- Excellent time management, organizational, analytical and problem-solving skills
- Ability to exercise good judgment and decision-making skills and pay attention to details.
- Must adhere to all company, client and consumer confidentiality and security policies and procedures.
Working Conditions
- Work is generally performed within an indoor office environment utilizing standard office equipment
Position Type/Expected Hours of Work
Some flexibility in hours is allowed, but the employee must be available during the department’s scheduled hours and guidelines, which may include at least one or two evening and/or weekend shifts. Full-time employees must maintain continuous full-time employment status. Because of the production-based nature of the job, employees must be able to adhere to their schedule and attendance policies.
Employees enjoy the following benefits:
- Competitive hourly rate
- Free Wi-Fi
- Annual merit pay increases
- Pension retirement plan with contributions from Radius
- Free transportation
- Excellent opportunities for advancement
- Contests prizes & giveaways
- Health, Dental, Vision, and Life Insurance
- Permanent employment (no contracts)
Radius Global Solutions
- 12M-18 Tony Hart Blvd, Freeport, Montego Bay, St. James ,Jamaica
- 876-979-8779
