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CQM Specialist in Norfolk, VA at PRA Group

Date Posted: 6/21/2018

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: 

Monitors and evaluates recorded inbound and outbound consumer calls for adherence to defined standards for accuracy, adherence and customer service.
  • Monitors recorded inbound and outbound consumer calls to evaluate adherence to defined standards for accuracy, adherence and customer service.
  • Provides constructive and accurate written feedback to Operations Management on required compliance and operational improvements (via comments on the evaluation forms).
  • Ensures that production and quality goals are met on a daily, weekly and monthly basis.
  • Routinely participates in internal departmental calibration sessions in order to ensure that the evaluation of defined standards for accuracy, adherence and customer service are consistent across the department.
  • Responsible for updating and maintaining departmental records.
  • Responsible to identify and communicate compliance trends verbally and in writing to CQM Management.
  • Perform other projects or special assignments, as required by management.

Professional Experience/Qualifications:

  • One year collections experience or related experience and/or monitoring employee telephone performance. 
  • Strong communication and interpersonal skills.
  • Ability to work independently and in a team environment.
  • Ability to work in a fast-paced environment.
  • Prefer experience using quality monitoring applications (e.g. NICE, Witness) but not required.
  • Proficient in Microsoft Office applications (specifically MS Excel and Outlook).
  • Prefer experience with PRA’s collection software applications and telephone system applications.
  • Familiar with PRA’s collection policies and other appropriate Federal and State laws governing our industry.

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. 

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.