Call Center Quality Assurance/quality Control

3 weeks ago

Irvine, United States Better Debt Solutions Full time

**Call Center Quality Assurance/Quality Control (QA/QC) Analyst**

At Better Debt Solutions, our mission is to nurture a culture of compassion and empowerment. It is rooted in empathy and driven by tailored strategies, transparent practices, and exceeding expectations. By focusing on helping individuals thrive, we unite our team and clients in a shared journey towards a **BETTER** future.

As we expand the Better Debt Solutions team, we are excited to introduce a new opportunity for a **_Call Center Quality Assurance/Quality Control (QA/QC) Analyst_**. As a Quality specialist you will play a crucial role in ensuring compliance, customer satisfaction, and operational excellence within our organization.

**Responsibilities**:

- Manage and oversee the quality assurance system and process to ensure high standards are maintained.
- Report regularly to leadership on QA/QC findings, trends, and improvement recommendations.
- Collaborate closely with sales team leads to align QA/QC processes with Sales objectives and strategies.
- Review and analyze customer calls for quality assurance purposes. Providing feedback and identifying areas for improvement.
- Work with Leadership to tweak and refine the AI bot based on call review insights and feedback.
- Track and report key performance indicators (KPIs) related to quality assurance activities.
- Develop and implement QA policies, procedures, and training programs to enhance overall performance.
- Conduct regular audits and assessments to ensure compliance with internal standards and regulatory requirements

**Qualifications**:

- Previous experience in quality assurance/quality control (QA/QC), call monitoring, or similar roles within the debt settlement or financial services industry.
- Strong understanding of regulatory requirements and compliance standards related to debt settlement practices
- Proficiency in performing analytics on CRM systems and call monitoring softwares (we use DebtPayPro, but we are open to any Debt Settlement or Sales-based CRM systems)
- Salesforce, HubSpot, Apptivo, FreshSales, Zendesk, etc.
- Proven background with performing analytics and report generation on sales and platform data
- Excellent communication skills, with the ability to provide clear feedback, communicate effectively with agents, and collaborate with cross-functional teams.
- Analytical mindset with attention to detail, capable of interpreting data, identifying trends, and making data-driven recommendations.
- Customer-centric approach, emphasizing empathy, professionalism, and ethical conduct in all interactions.

**Click here for your assessment**

**To learn more about what employee life at BDS is like check out our Careers Page**

**Click here to visit our Careers Page

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