Call Quality Specialist

About the role

We are seeking a Call Quality Specialist to ensure collector telephone communications comply with the Fair Debt Collection Practices Act, internal policies, and client guidelines. Reporting to the Compliance Audit Manager, you will monitor calls, verify documentation accuracy, and generate detailed compliance reports.

Key responsibilities

• Daily monitoring of collector calls using quality control recording software.
• Confirm placement and accuracy of collector notes in the computer database (CLS).
• Draft reports on failures to comply with FDCPA, firm policies, and client guidelines.
• Assist in preparing weekly and monthly reports that summarize call review data, including total calls reviewed, defects reported, and defect types.
• Track, implement, and complete client work standards related to call monitoring programs.
• Perform other responsibilities as assigned.

Required profile

• High school diploma or equivalent required.
• 1–2 years of experience in call monitoring preferred.
• Ability to manage shifting priorities in a fast‑paced, results‑driven environment.
• Proficiency in the Microsoft Suite of products.
• Bilingual capabilities are a plus.
• Physical ability to sit for prolonged periods, talk, hear, type, and occasionally lift up to 25 lb.

Required skills

• Microsoft Office (Word, Excel, PowerPoint, Outlook)