Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Call Quality Assurance Professional to join our DFW-based team.

Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide.

Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Customer Experience Analyst who shares that mindset.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
Maintain a working knowledge of current client requirements
Listen to a high volume of recorded collection calls for internal quality assurance
Evaluate calls for regulatory compliance and adherence with client requirements
Providing positive and negative feedback and reporting findings to the Customer Experience Manager
Assist with tracking trends within the quality assurance process and other customer experience insights
Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
All other duties as assigned

Minimum Qualifications (Knowledge, Skills, and Abilities)

Ability to work efficiently with excellent attention to detail in a high-volume fast paced environment
Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
Ability to multi-task and manage time effectively
Ability to be flexible to adapt and act quickly when urgent matters require it
Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies

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