Senior Client Services Representative (Quality Assurance)
Real Estate Education Rocks, West Palm Beach, FL, United States
We are seeking a detail-oriented
Quality Assurance Representative
to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization.
The ideal candidate will have experience in
debt settlement, financial services, or call center quality assurance
and possess strong analytical and communication skills.
Key Responsibilities
Monitor and evaluate
inbound and outbound client calls
to ensure adherence to company policies, scripts, and regulatory requirements.
Review
client files, enrollment documents, and communications
for accuracy, completeness, and compliance.
Ensure compliance with applicable regulations including
TCPA, FDCPA, and other consumer protection standards .
Identify trends, risks, and areas of improvement within sales and customer service teams.
Provide
detailed QA feedback and scoring
to representatives and management.
Assist with
training initiatives and coaching opportunities
based on QA findings.
Maintain accurate records of QA reviews and audit results.
Escalate compliance concerns or potential violations to management.
Collaborate with
operations, compliance, and training teams
to improve processes and customer experience.
Qualifications
2+ years of
Quality Assurance experience in a call center environment
(debt settlement or financial services preferred)
Strong understanding of
debt settlement processes and compliance requirements
Familiarity with
TCPA, FDCPA, and consumer protection regulations
preferred
Excellent
attention to detail and analytical skills
Ability to provide
constructive feedback and coaching
Strong written and verbal communication skills
Proficiency with
CRM systems and call monitoring tools
Ability to manage multiple tasks in a fast-paced environment
Preferred Experience
Experience working within a debt settlement or debt relief company
Experience auditing sales, customer service, and retention calls
Experience auditing client files for accuracy and compliance
Experience working in CRM’s
Compensation & Benefits
Competitive salary based on experience
Performance-based incentives
Paid time off and company holidays
Opportunities for growth within a rapidly expanding organization
#J-18808-Ljbffr
Quality Assurance Representative
to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization.
The ideal candidate will have experience in
debt settlement, financial services, or call center quality assurance
and possess strong analytical and communication skills.
Key Responsibilities
Monitor and evaluate
inbound and outbound client calls
to ensure adherence to company policies, scripts, and regulatory requirements.
Review
client files, enrollment documents, and communications
for accuracy, completeness, and compliance.
Ensure compliance with applicable regulations including
TCPA, FDCPA, and other consumer protection standards .
Identify trends, risks, and areas of improvement within sales and customer service teams.
Provide
detailed QA feedback and scoring
to representatives and management.
Assist with
training initiatives and coaching opportunities
based on QA findings.
Maintain accurate records of QA reviews and audit results.
Escalate compliance concerns or potential violations to management.
Collaborate with
operations, compliance, and training teams
to improve processes and customer experience.
Qualifications
2+ years of
Quality Assurance experience in a call center environment
(debt settlement or financial services preferred)
Strong understanding of
debt settlement processes and compliance requirements
Familiarity with
TCPA, FDCPA, and consumer protection regulations
preferred
Excellent
attention to detail and analytical skills
Ability to provide
constructive feedback and coaching
Strong written and verbal communication skills
Proficiency with
CRM systems and call monitoring tools
Ability to manage multiple tasks in a fast-paced environment
Preferred Experience
Experience working within a debt settlement or debt relief company
Experience auditing sales, customer service, and retention calls
Experience auditing client files for accuracy and compliance
Experience working in CRM’s
Compensation & Benefits
Competitive salary based on experience
Performance-based incentives
Paid time off and company holidays
Opportunities for growth within a rapidly expanding organization
#J-18808-Ljbffr