Quality Assurance Specialist (remote)

$36,920 - $36,920/Yr

Central Research - Hendersonville, TN

Full-time - Entry Level

Hybrid - Hendersonville, TN

Administrative and Support Services

About the position

The Quality Assurance Specialist at Central Research Inc. plays a crucial role in ensuring compliance with operational quality standards and federal regulations. This remote position involves monitoring and auditing calls, reporting compliance issues, and enhancing customer satisfaction while adhering to internal policies and procedures. The specialist will also be responsible for preparing performance reports and participating in ongoing education to stay updated on relevant laws and regulations.

Responsibilities

• Assist in ensuring professionalism and timeliness of responses to clients and customers.
• Monitor and audit assigned calls according to Central Research and client requirements.
• Report compliance issues to management.
• Ensure operational personnel comply with federal, state, and local laws and regulations.
• Measure and evaluate the performance of staff interacting with consumers.
• Use call monitoring and recording software to evaluate representatives' call performance.
• Confirm adherence to internal controls and procedures throughout the program's life.
• Assist with resolution of accounts related to complaints or compliance concerns.
• 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 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, or customer service in a contact center environment.
• 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 guaranteed by the federal government.
• Must be a US Citizen.
• No felonies or misdemeanors within the last 7 years that could affect security clearance.
• No non-medical collections exceeding $7,500 that could affect security clearance.

Nice-to-haves

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

Benefits

• Paid training
• Dental insurance
• Vision insurance
• Health and Welfare compensation covering medical, dental, and vision premiums.