Collections Quality Assurance Analyst - Monee Credit

Job Description

• Ensure that the collections processes and practices within an organization are efficient, effective, and compliant with legal and regulatory standards. The focus is on monitoring, evaluating, and improving the quality of collections efforts to optimize recovery rates while maintaining customer satisfaction and compliance.
• Conduct thorough evaluations of collections calls to assess the quality and effectiveness of interactions.
• Verify that collections agents follow established procedures, compliance guidelines and regulatory requirements.
• Collaborate with various stakeholders to come up with projects based on findings and improve existing processes.
• Identify discrepancies and areas of improvement in communication, negotiation, and problem‑solving skills of collections agents.
• Conduct refreshers, calibration sessions, and retrainings for quality‑related modules.
• Participate in process alignm...