Quality Assurance Associate

Job Description

• Responsible for monthly call monitoring review for Customer Service and Collections. • Point person for use of Prodigal for Compliance and Customer Service reviews. • Perform manual call monitoring where necessary due to items Prodigal cannot automate. • Create reporting to present to department leadership monthly showing department performance. • Meet individually with department leaders to review team performance. • Formal presentation on monthly QA review with leadership presenting findings and performance data based on Prodigal data and manual call monitoring reviews. • Perform trend analysis and present findings to leadership as appropriate. • Assist in creating corrective measures to improve daily processes. • Recommend corrective actions to improve processes and practices on an individual and department level. • Be able to find and explain deviations from company policies and procedures. • Track quality concerns and improvements for both Customer Service and Collections

Qualifications

• Excellent communication (verbal and written) skills. • Proficient in navigating and using all applicable Servicing platforms (Leapfrog, Cyberridge, Payix, NICE). • English, Portuguese and Spanish language comprehension preferred. • Proficient in Excel including use of visuals and pivot tables. • Proficient with PowerPoint. • Minimum 1.5 years experience in Customer Service or Collections at FHF. • Must be a Subject Matter Expert in all policies, procedures and compliance-related topics. • Experience in both Customer Service and Collections at FHF preferred. • Proven success in Customer Service and/or Collections at FHF.

Benefits

• Great Perks – We offer generous salaries, competitive health and welfare benefits, paid vacation, 401(k) match, tuition reimbursement • Culture - We are believers in maintaining a healthy work-life balance. While we work hard and care deeply about our customers and partners, we want our team to have room for their family, friends and themselves. Finally, we care deeply about ensuring every employee personal growth, so we engage each employee to build a career plan that benefits everyone.