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CQM Manager in Norfolk, VA at PRA Group

Date Posted: 5/9/2018

Job Snapshot

Job Description

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary: 

This position is responsible for monitoring and evaluating call evaluation activities within the Compliance Quality Monitoring (CQM) department to ensure that we are identifying compliance issues, assisting with the development and training of the employees in the department, directing staff to ensure that productivity and quality of work goals are met, working with the appropriate business units in the company, Senior Manager, CQM and Assistance Vice President (AVP), CQM to identify, measure, monitor and control compliance risks within the company.Key Responsibilities:

  • Ensures that the employees in CQM are operating in accordance with all Company policies and procedures.
  • Supportsmonitoringactivitiestoensuretheyarecompliantwithapplicablelaws, codes,
  • rules, standards, regulationsandcompanypolices.
  • Directsstafftoensurethattheproductivityof the CQMSpecialistsare sufficiently meeting
  • our departmental and/or client goals.
  • Studies and standardizes procedures to improve efficiency of direct reports.
  • Directsstafftoprovideaccurate reporting, results and feedbackto Operations Management.
  • RespondstoOperations Management’s escalateddisputesorinquiries.
  • Performsauditsandconductsperiodicreviewsof employees’ performanceand ensureaccurate and timely feedbackisgiven.
  • Provides recommendations on procedure changes to ensure that they are current and applicable to the current business environment.  
  • Performsotherprojectsorspecialassignments,asrequired.
  • Otherdutiesmaybeassigned,asneededbyAVP,CQM. 

Supervisory Responsibilities:
Manage 18 - 20 non-exempt employees assigned to the CQM department. Carry out supervisory responsibilities according to the organization’s policies and applicable laws, training employees, plan, assign and direct work, complete appraisals and disciplinary actions. Address complaints and resolve problems.

Professional Experience/Qualifications:

  • Bachelor’sDegreepreferredortheequivalentamountofrelatedexperiencerequired.
  • At least two (2) years of recent supervisory or management level experience in collections, financial services or compliance / risk management department.  
  • At least 2 - 5 years of experience in the collections or financial services industry.
  • Demonstrated familiarity with PRA’s collection policies and other appropriate Federal and Local laws governing our industry.
  • Proficientwithautomatedsoftware applications and call monitoring/recording technologies.
  • Excellent analytical, organization and multi-tasking skills.
  • Demonstrated proficiency with MS Office suite – EXCEL and WORD.

Work Environment:
The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual work station, using telephone and computer.  Employee is required to work evenings and weekends, as required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.