Quality Assurance Agent

1 month ago


Albuquerque, United States Spring Oaks Capital, LLC Full time

Job Summary:

The Quality Assurance Agent (QAA) is responsible for monitoring and assessing the quality of the performance of our Collection Associates. The QAA will monitor inbound/outbound calls, SMS, and digital chats to assess representative’s demeanor, customer service, performance, conformity to company policies and procedures and compliance with regulatory requirements.


Duties and Responsibilities:

• Monitor inbound/outbound calls, SMS, and digital chat communication to ensure that we comply with all aspects of the Fair Debt Collections Practices Act (FDCPA), Federal, State, Local Laws, and regulations as well as company policies and procedures.

• Document detailed information obtained from monitored calls into categorized grading forms.

• Ensure that production and quality goals are met on a daily, weekly, and monthly basis.

• Provide coaching, feedback and trends to managers and representatives to improve quality performance.

• Communicate areas of opportunity and potential compliance exceptions to Operations Managers and company leadership.

• Attend and participate in a monthly calibration meeting with leaders of the company to ensure consistency in expectations and scoring.

• Actively participate in team meetings, trainings, and projects to discuss and create innovative ways to improve the department.

• Escalate trends to management for improvement on quality.

• Build partnerships across the company to drive compliance culture.

• Perform other duties appropriate for this position as assigned.


Skills/Abilities:

• High School Diploma or equivalent.

• Understanding of federal and state laws related to the collections industry, including but not limited to the Fair Debt Collections and Practices Act (FDPCA) and Fair Credit Reporting Act (FCRA) S.

• Strong listening comprehension skills.

• Thorough, strict attention to detail.

• Effective organizational, prioritization, and time management skills.

• Excellent written and verbal communications.

• Receptive to coaching and feedback.

• Productive when working both independently and within a team.

• Great Attendance and not currently on any disciplinary actions. Experience and Education:

• 1+ years’ experience as a Quality Monitoring Specialist in a call center environment.

• Collections experience.

• Advance knowledge of all Microsoft products with emphasis on Microsoft Excel and PowerPoints. • Experience in Interprose and Live-Vox.

• Bi-lingual associate



  • Albuquerque, United States Spring Oaks Capital, LLC Full time

    Job Summary: The Quality Assurance Agent (QAA) is responsible for monitoring and assessing the quality of the performance of our Collection Associates. The QAA will monitor inbound/outbound calls, SMS, and digital chats to assess representative’s demeanor, customer service, performance, conformity to company policies and procedures and compliance with...


  • Albuquerque, New Mexico, United States Jobot Full time

    Manufacturing/Mechanical Quality Assurance Tech OpportunityWe are a leading provider of innovative solar energy solutions, committed to building a sustainable future through cutting-edge technology.About the RoleConduct regular quality assurance inspections to ensure all equipment and tools meet established standards of quality, reliability, and...


  • Albuquerque, New Mexico, United States Jobot Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Tech to join our fast-paced manufacturing team at Jobot. This is a permanent position that plays a crucial role in ensuring our products meet the highest standards of quality, reliability, and performance.Key Responsibilities:Conduct regular quality assurance inspections to ensure all machines and...


  • Albuquerque, New Mexico, United States curiate Full time

    Job DescriptionQuality Assurance SpecialistAbout the RoleWe are seeking a highly skilled Quality Assurance Specialist to join our team at Curia. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality and integrity of our products and processes.Key ResponsibilitiesProvide QA oversight and subject matter expertise for current...


  • Albuquerque, United States VIP Staffing Full time

    Manufacturing Quality Assurance DepartmentManufacturing Product QAFull Time OpportunityPay:  Depending on experienceAre you motivated by the prospect of enforcing high-quality standards, spearheading pivotal improvements, and leading a QA team that's as passionate about precision as you are? As the Manager of Quality Assurance at VIP Staffing, this could be...


  • Albuquerque, New Mexico, United States curiate Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Specialist to join our team at Curia. As a Quality Assurance Specialist, you will play a critical role in ensuring the quality and integrity of our products.Key ResponsibilitiesProvide QA oversight and subject matter expertise for GMP investigationsWork with Quality and Operations to ensure...


  • Albuquerque, New Mexico, United States ABB Full time

    Quality Assurance Inspector - Evening ShiftBecome a part of ABB, a worldwide organization focused on promoting diversity and inclusion within the workplace. At ABB, we strive to foster a more efficient and sustainable future for everyone. We value individual differences across various dimensions, including gender, LGBTQ+, abilities, ethnicity, and...


  • Albuquerque, New Mexico, United States Array Technologies, Inc Full time

    Job OverviewQuality Assurance SupervisorPosition Summary:In the role of Quality Assurance Supervisor at our production facility, you will be instrumental in upholding the quality and accuracy of our manufactured goods. You will lead a team of quality assurance inspectors, offering mentorship, training, and support to ensure that our production processes...


  • Albuquerque, New Mexico, United States Veterans Health Administration Full time

    THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATIONThis position involves a multi-grade career ladder. The major duties listed below represent the full performance level of GS-11. At the GS-09 grade level, you will perform assignments of a more limited scope and with less...


  • Albuquerque, New Mexico, United States SICPA Full time

    Position Overview:As a pivotal member of our North American R&D team, you will play a crucial role in enhancing the quality assurance processes for our innovative anti-counterfeiting solutions. Your expertise will help ensure that our products not only meet but exceed industry standards for quality and reliability.Key Responsibilities:Refine and establish a...


  • Albuquerque, United States First Financial CU Full time

    Job Type Full-time Description Summary The IT Quality Assurance (QA) Analyst's role is to establish measurable quality assurance standards, for the information technology services within the organization. This individual will gather and analyze data in support of business cases, write and create test scripts, track defects and associated fixes in support of...


  • Albuquerque, New Mexico, United States curiate Full time

    Position Overview:As a vital member of the Curia team, the Quality Assurance Investigations Analyst plays a crucial role in ensuring the integrity of our pharmaceutical and biotechnology services. This position is based in Albuquerque, New Mexico, and is essential for maintaining high standards in quality assurance across our operations.Key...


  • Albuquerque, New Mexico, United States curiate Full time

    Quality Assurance Investigations AnalystCuria is a leading provider of global contract research and manufacturing services tailored for the pharmaceutical and biotechnology sectors.The Quality Assurance Investigations Analyst plays a crucial role within the Curia team, ensuring our success through effective Quality Assurance oversight and specialized...


  • Albuquerque, New Mexico, United States curiate Full time

    Job OverviewQuality Assurance Investigations Analyst Curia offers comprehensive contract research and manufacturing solutions tailored for the pharmaceutical and biotechnology sectors. The Quality Assurance Investigations Analyst plays a crucial role within the Curia team, enhancing our operations by delivering Quality Assurance oversight and specialized...


  • Albuquerque, New Mexico, United States Mantis Innovation Full time

    About Mantis InnovationMantis Innovation is a leading facility performance consulting firm and project delivery engine that delivers smart, sustainable solutions to improve facility performance and unlock operational efficiencies.Job SummaryWe are seeking a skilled Roofing Quality Assurance Specialist to join our team in New Mexico. As a Roofing Quality...


  • Albuquerque, New Mexico, United States curiate Full time

    Position Overview:The Manufacturing Quality Assurance Analyst is responsible for ensuring compliance and quality standards in a pharmaceutical manufacturing environment. This role is essential in maintaining the integrity of processes and products while adhering to industry regulations.About the Company:Curia is a global leader in contract research and...


  • Albuquerque, New Mexico, United States Mantis Innovation Full time

    About Mantis InnovationMantis Innovation is a leading facility performance consulting firm and project delivery engine that delivers smart, sustainable solutions to improve facility performance and unlock operational efficiencies.Job SummaryWe are seeking a skilled Roofing Quality Assurance Specialist to join our team in New Mexico. As a Roofing Quality...


  • Albuquerque, New Mexico, United States Array Technologies, Inc Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Supervisor to join our team at Array Technologies, Inc. As a Quality Assurance Supervisor, you will play a crucial role in ensuring the quality and precision of our products. You will oversee a team of quality inspectors, providing guidance, training, and support to ensure that our manufacturing...


  • Albuquerque, New Mexico, United States curiate Full time

    Position Overview:The Manufacturing Quality Assurance Analyst is responsible for ensuring the integrity of processes in a sterile drug manufacturing environment. This role is essential in maintaining compliance with industry regulations and standard operating procedures (SOPs).About the Company:Curia is a global leader in contract research and manufacturing...


  • Albuquerque, New Mexico, United States New Mexico Mortgage Finance Authority Full time

    Job OverviewThe Quality Assurance Analyst plays a crucial role in ensuring the integrity and compliance of mortgage files. This position involves a thorough review of Quality Control (QC) reports on a monthly basis, including a secondary examination of selected files from Fannie Mae and Freddie Mac. The analyst is responsible for validating that all...