Basic Purpose and Function:
Manage quality assurance programs and personnel at all company sites. Provide supervision and training to assigned quality assurance staff. Observe, assess and direct quality assurance activities.
Specific Duties and Responsibilities:
Assess quality assurance programs at all company sites for effectiveness and compliance to client and regulatory standards
Responsible for reviewing FDCPA reports and conduct additional monitors for high risk agents.
Responsible for FDCPA reports and completed evaluation sheets.
Monitor weekly progress of QA specialist call monitoring and file audits
Review QA specialists' work product for accuracy
Conduct annual reviews with staff
Conduct call monitoring calibrations
Review and respond to client audits
Assemble and Communicate QA findings to Firstsource Management
Maintain knowledge of client work standards and audit requirements
Inform new hires of QA job responsibilities and QA's role within Firstsource
Provide new hire feedback to Human Resources
Monthly monitoring of QA Specialist performance & remedial training if needed
Oversee QA Specialist training
Conduct the annual skills re-verifications
Overseeing scheduling and staffing requirements for department
Other duties as assigned or needed
Twoto three years customer service or quality assurance experience
BasicComputer and Math Skills
AdvancedKnowledge of MS Word/Excel/Outlook
Strongproblem solving skills
- Strong Communication and Composition Skills
- Previous supervisory experience
- Associate degree or equivalent work experience
- Knowledge of the CUBS software
- Knowledge of QA tools including job shadow software and call recording hardware
- Knowledge of statutory and regulatory requirements
All your information will be kept confidential according to EEO guidelines.
Firstsource Careers - 12 months ago
Firstsource is a leading global provider of business process management services. Founded in 2001, Firstsource ranks third in BusinessWeek's...