POSITION SUMMARY:
The Quality Assurance Supervisor is responsible for direct supervision of the collections support staff. Responsible for the development, coaching, and mentoring of the support staff. In addition, the Quality Assurance Supervisor evaluates and assesses the quality of the collections area to ensure compliance with internal policies and procedures as well as state and federal regulations. The Quality Assurance Supervisor will play an active role in coaching, training, and developing the staff to maximize their performance. To protect the assets of the credit union while lowering and maintaining delinquencies consistent with the established business plan.
ESSENTIAL POSITION FUNCTIONS:
Develop and implement a call quality program
Create and maintain a uniform call monitoring form
Monitor inbound and outbound calls from the collections department
Utilize the results from call monitoring and audit activities as a training tool to proactively initiate corrective plans
Supervisors, coaches and develops support/administrative staff to ensure processes are completed by their deadlines and is responsible for completing performance evaluations
The ability to oversee multiple functions to include: bankruptcy, repossession assignments, and vendor management
Develop, prepare, and conduct training to enhance formal training for new and existing collections personnel
Coach and develop production staff based on call monitoring and audit results
Prepare and maintain reporting that indicate call quality scores and trends
Complete regularly scheduled audits and prepare weekly audit summary reports to the Director and Vice President of Collections
Review established work flows and provide recommendations for process improvements
Identify opportunities to strengthen process that will improve overall results and service to our members and reduce collections losses
Develop recommendations and action plans to address opportunities found
Assist in processing and approving member assistance programs to ensure all member comply with established polices
OTHER POSITION RESPONSIBILITIES AND DUTIES:
Knowledge of Lending and Collection Regulations, effective communication skills, both written and oral, excellent interpersonal relation skills, excellent analytical and reasoning skills and excellent PC skills.
REQUIREMENTS/QUALIFICATIONS
EDUCATION AND EXPERIENCE:
Associate¿s Degree or equivalent experience.
3 years experience in call center quality assurance and compliance.
3 years of supervisory experience in a call center environment.
5 years experience within a collections environment.
Audit experience in credit union/banking environment a plus.
OTHER SKILLS AND ABILITIES:
Strong knowledge of the FDCPA guidelines.
COMPUTER SKILLS:
Knowledge of call monitoring software, previous E-Talk experience preferred.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percent and to draw and interpret bar graphs.
CONDITIONS OF EMPLOYMENT
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. *(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle or feel; reach with hands and arms, climb or balance, stoop kneel, crouch, crawl; talk or hear and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing functions of this job.
The noise level in the work environment is moderately quiet. It is a non-smoking environment.
The above job requirements are representative of minimum levels of knowledge, skills, and abilities. The marginal functions have not been included. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description in no way implies that these are the only duties to be performed. An employee will be required to follow any other job-related instructions and duties as requested by the supervisor and/or management.
*HJ
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