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Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Call Quality Assurance Professional to join our DFW-based team.
Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide.
Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Customer Experience Analyst who shares that mindset.
Essential Duties and Responsibilities
The essential functions include, but are not limited to the following:
- Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
- Maintain a working knowledge of current client requirements
- Listen to a high volume of recorded collection calls for internal quality assurance
- Evaluate calls for regulatory compliance and adherence with client requirements
- Providing positive and negative feedback and reporting findings to the Customer Experience Manager
- Assist with tracking trends within the quality assurance process and other customer experience insights
- Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
- All other duties as assignedÂ
Minimum Qualifications (Knowledge, Skills, and Abilities)
- Ability to work efficiently with excellent attention to detail in a high-volume fast paced environmentÂ
- Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
- Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
- Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
- Ability to multi-task and manage time effectively
- Ability to be flexible to adapt and act quickly when urgent matters require it
- Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies
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