Quality Assurance Specialist (remote)

$36,400 - $36,400/Yr

Central Research - Hendersonville, TN

Full-time

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 federal contracts and internal policies. This position focuses on verifying operational quality and delivering a high-quality customer experience while adhering to applicable laws and regulations. The role involves monitoring calls, preparing reports, and participating in training to maintain high standards of service.

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, reporting 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 in case of 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 updated on 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.
• Applicants with non-medical collections exceeding $7,500 may face issues obtaining 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, and other applicable laws.
• Bilingual (Spanish).

Benefits

• $17.50 per hour compensation.
• $4.41 per hour paid in Health and Welfare, covering medical, dental, and vision premiums for employee-only coverage.