Basic Purpose and Function:

Monitor, assess, and measure agent compliance with federal and state laws, and with client and company work standards. Provide meaningful feedback to improve agent productivity, compliance and overall performance.

Specific Duties and Responsibilities:

• Monitor calls for compliance with federal and state laws, and provide feedback to operations and training departments to improve compliance.
• Monitor calls for technique and accuracy of messages left with customers.
• Provide feedback to operations and training departments to improve agent call quality, productivity, customer service, and compliance with client and company standards.
• Conduct file audits as needed to ensure that FS meets or exceeds client standards for working accounts, and provide feedback to operations and training departments to improve such performance.
• Initiate corrective and disciplinary actions when necessary to curtail violations of federal and state laws that are detected during call monitoring, and log such violations.
• Assist in training and developing new Quality Analysts.
• Participate in monthly/weekly call calibrations sessions.
• Perform special projects that may be needed and/or assigned by management.

Minimum Skill Requirements (after training):

• Knowledge of FS policies and procedures
• Proficient in English and Spanish
• Knowledge of the software and website
• Basic math knowledge with emphasis on calculating percentages
• Knowledge of clients' work standards
• Knowledge of FDCPA and State Laws
• Familiarity with personal computers and basic keyboard skills
• Basic knowledge of Microsoft Word, Excel and Email
• Knowledge of the navigation within the NICE system

Preferred Skills and Experience:

• Navigation between multiple applications skills
• Good time management and multi-tasking skills
• Previous experience working in quality assurance, preferably in the call center industry
• Ability to accurately recollect, assess and document calls
• Ability to collect, analyze and trend data
• Good verbal and writing skills
• Ability to maintain objectivity and fairness while evaluating performance

Job Relationships:

• Contact with operations management.
• Contact outside of the company with other sources for information as approved by management.

What we offer:

• Base salary depending on experience
• Vales de despensa
• Life insurance
• 30 days of aguinaldo
• 35% of prima vacacional
• Totalpass discounts