Quality Assurance Specialist (remote)

$36,400 - $36,400/Yr

Central Research - Hendersonville, TN

Full-time - Entry Level

Hybrid - Hendersonville, TN

Administrative and Support Services

About the position

Central Research Inc. is actively seeking a Quality Assurance Specialist to join our team! This key compliance and quality assurance role supports our federal contract by verifying operational quality compliance with internal policies and procedures designed to ensure adherence to our contractual requirements, as well as all applicable federal and state laws and regulations, while also delivering a high-quality customer experience. The Quality Assurance Specialist will play a crucial role in monitoring and auditing calls, ensuring that operational personnel comply with federal, state, and local laws and regulations, and enhancing customer satisfaction through effective quality assurance practices. In this position, the Quality Assurance Specialist will assist in ensuring the professionalism and timeliness of responses to clients and customers. This includes monitoring and auditing assigned calls in accordance with Central Research and client requirements, reporting compliance issues to management, and measuring and evaluating the performance of staff that interact with consumers. The role requires the use of call monitoring and recording software to evaluate representatives' call performance and confirm adherence to internal controls and procedures throughout the life of the program. Additionally, the Quality Assurance Specialist will prepare and present daily, weekly, monthly, and quarterly call monitor and audit reports, track trends, and alert the Manager of Compliance. Participation in continuing education programs to stay abreast of changes in laws and regulations is also expected, along with participation in meetings with management to discuss individual and team performance. This position is remote, but applicants must reside within a 75-mile radius of a Central Research deployment facility to pick up equipment and credentials as needed.

Responsibilities

• Assist in ensuring the professionalism and timeliness of responses to clients and customers by enhancing compliance, quality assurance, and customer satisfaction.
• Monitor and audit assigned calls in accordance with Central Research and client requirements and report compliance issues to Management.
• Play a key role in ensuring operational personnel comply with federal, state, and local laws and regulations.
• Measure and evaluate the performance of staff that interact with consumers.
• Use call monitoring and recording software to evaluate representatives' call performance.
• Confirm adherence to internal controls and procedures throughout the life of the program.
• Assist with resolution of accounts if a complaint, dispute, or other compliance and/or quality assurance concern arises.
• Prepare and present daily, weekly, monthly, and quarterly call monitor and audit reports.
• Track trends and alert the Manager of Compliance.
• Participate in continuing education programs to stay abreast of changes in laws and regulations.
• Participate in meetings with Management to inform and discuss individual and team performance.
• Track quality scores, trends, commitments, and program updates.

Requirements

• High School diploma or equivalent GED required.
• 6 months relevant experience in compliance or quality assurance, call-center monitoring/auditing, and/or customer service in a contact center environment.
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C).
• Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government.
• Must be a US Citizen.
• Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance.
• Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.
• Qualified applicants must reside within a 75-mile radius of Lowell, AR or Hendersonville, TN.

Nice-to-haves

• Bachelor's degree
• Previous experience with ISO 9001:2015.
• 12 months experience working as a Contact Center Quality Assurance/Compliance Representative/Auditor.
• Knowledge and understanding of TCPA, SCRA, FCRA, Consumer Financial Protection Bureau, associated regulations, and all other applicable federal and state laws and regulations.
• Bilingual (Spanish).

Benefits

• Dental insurance
• Paid training
• Vision insurance