Quality Assurance Associate

About the role

Join Credit Control’s Call Quality Monitoring Team as a Quality Assurance Associate. You will listen to inbound and outbound collection calls, score them against a predefined scorecard, and help ensure compliance with regulatory standards such as FDCPA and HIPAA while supporting agents to deliver a positive consumer experience.

Key responsibilities

• Listen to and evaluate recorded collection calls using a predetermined scorecard.
• Score calls on professionalism, accuracy, compliance, and overall effectiveness.
• Provide documented feedback to leadership for training and improvement.
• Perform ongoing testing of operations to verify compliance with FDCPA, state laws, HIPAA, and company policies.
• Review additional quality‑related documentation or reports as assigned.

Required profile

• Strong listening skills with keen attention to detail.
• Comfortable working with evaluation forms, checklists, and scoring criteria.
• Good written communication abilities.
• High school diploma or equivalent.

Required skills

• Microsoft Word
• Microsoft Excel

What we offer

• Flexible schedule with day shifts, Monday‑Friday, no nights.
• Medical, dental, vision, life insurance, and 401k match.
• Paid time off, vacation, holidays, bereavement, and training.
• Annual retention bonus, professional development grant, and employee assistance program.
• Company events, contests, prizes, referral program, and ADP Lifemart discounts.