Collections Quality Associate I
Collections Quality Associate I
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Job Description
Job Summary
As a Quality Associate I Team Leader within Quality Performance Management (QPM) you will be responsible for leading a team of Quality Specialists (QS). As the first line of defense you will identify and raise process gaps trends and opportunities and recommend process improvements. You will lead your team in executing quality evaluations to test the effectiveness of regulatory compliance and policy procedures. Working closely with Business Partners and all levels of leadership you will ensure departmental quality standards are met providing you with an opportunity to make a significant impact on our operations.
Job responsibilities
- Manages the quality assurance processes for CCB Collections and/or line of business including the implementation of operational policies processes and services
- Monitors the control environment for customer interactions
- Manages and directs team activities and monitors progress
- Presents results trends findings to Quality/Operations management as needed
- Recommends and implements enhancements to improve effectiveness and efficiency or services and systems
- Perform quality evaluations executing against an established set of criteria
- Review and verify that all the correct and required documentation is present when required
- Work with limited supervision and meet performance related standards and goals for quality and productivity
- Successfully complete all required training on time
- Assist in the identification and escalation of process related issues and improvement opportunities
- Effectively communicate with Team Manager and Business partners as needed
Required qualifications capabilities and skills
- 2 years of recent Collections experience required
- Thorough knowledge and experience with CCB Collections Policies and Procedures (Auto Card Overdraft Collections) experience required
- Ability to handle multiple tasks while being extremely detail oriented
- Familiarity with the firms internal systems and processes
- Must be able to interact and communicate effectively with all levels.
- Excellent attention to detail and concern for all aspects of the job
- Passionate and knowledgeable about business systems processes and keeping up with trends
Preferred qualifications capabilities and skills
- Previous Quality experience and knowledge of Quality principles
- Recent management or leadership experience
Required Experience:
IC
Employment Type
Full-Time
