Quality Analyst I

Description (Why Work Here)

We Create Opportunity ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with 4,000 employees across multiple locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.  
  • Opportunities to gain valuable professional skills through on-going training
  • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
  • Paid Holidays after 90 days
  • Paid time off after 90 days
  • Career growth opportunities
  • Fun, innovative culture that will challenge you and support your growth
  

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove to ERC you want to be more than average.

 

Minimum Qualifications:

 

• High School Diploma or GED
• 6 months -2 Years’ experience in Quality Assurance, Auditing, or Compliance related activities.
• Must be able to work 40 hours a week and overtime as needed (if offered).
• Must be willing to learn and open to all feedback.
• Must be comfortable working directly with Sr Leadership in all departments and offices.
• Must be able to work independently, self-time manage and prioritize task as needed.
• Strong communication and interpersonal skills both oral and written; Strength in collaborating within team and cross-functionally up to and including the executive leadership level.
• Strong ability to prioritize, plan, and execute.
• Ability to read and interpret regulations, laws, contracts, statements of work, and business requirements.
• Ability to multi-task while maintaining careful attention to detail.
• Ability to work with a sense of urgency to meet deadlines and address competing priorities.
• Proficient in Microsoft Office software including Word, Excel, PowerPoint, Outlook, Access, and SharePoint.
Bilingual a plus



Qualifications (Why this position)

We Don’t Believe In Limits

We thrive on challenges, embrace the unknown and lead with an innovative spirit. And we embrace our diverse team – because our ideas come from all angles, perspectives and corners of the world.

The Quality Analyst I is responsible for assisting ERC in ensuring quality and compliance with all internal policies and procedures as well as all client specific policies, procedures, statements of work, and contracts; by conducting call monitoring, account reviews, system reviews, and other miscellaneous audits.

  • Responsibilities include but are not limited to the following:
    Conduct real-time call monitoring analysis, documents findings call monitor templates, and communicates findings to management; to ensure that all agents are following client specific, internal, or regulatory requirements.
  • Responsible for ensuring that calls are handled in a manner consistent with ERC and client values, and that all customers are treated with respect, dignity, and are provided excellent service.
  • Responsible for maintaining in-house built quality assurance database and task tracking systems.
  • Responsible for providing feedback including recommendations and/or remediation steps.
  • Responsible for responding to Quality Assurance Calls and E-mails, as well as client specific questions or concerns, in a timely manner. 
  • Assist Compliance with conducting Compliance specific audits, providing audit reports to Compliance personnel on an as needed basis.
  • Assist Compliance and Office of the President Teams with identification of trends, providing real-time or near-time feedback on identified issues.
  • Responsible for compiling daily, weekly, and monthly activities and providing information to management on set schedules.
  • Assist Training with conducting new hire call monitors, account reviews, and agent analysis.
  • Responsible for attending client call calibrations; providing meeting minutes and feedback to management.
  • Responsible for assisting with and conducting, office audits, personnel audits, and policy adherence audits.
  • Responsible for providing ad-hoc reporting as necessary.
  • Other duties as assigned.



RESUME SUBMISSION REQUIRED FOR CONSIDERATION

ERC is an Equal Opportunity Employer 

Job Overview

Date Posted

11/17/2021

Department

Quality Assurance

Location

Jacksonville, FL, US

Wage/Bonus/Pay:

Hourly based on experience with monthly bonus potential

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