Operations Call Monitoring Specialist

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy. Position Summary:  Supports Operations through call listening and monitoring, validation testing of process controls, forecasting future process control needs, and partners with management to implement retraining for high-risk compliance areas within Operations. Identifies process gaps, reports findings and recommends process training and enhancements.

Key Responsibilities: Reviews and monitors inbound and outbound consumer calls to evaluate adherence to defined standards for accuracy, adherence, and customer service; provides compliance findings to Operations leadership and ensures that all necessary follow up is documented. Provides constructive and accurate written feedback to Management on required compliance and operational improvements Validates and tests the effectiveness of Operations quality reporting that serve as key process controls for Operations as assigned and reports findings.

Makes recommendations to improve compliance reporting, increase efficiency, and maximize Quality Assurance resources for Operations. Collaborates with Management, Quality Assurance, and Operations to design and implement process improvement to existing controls and forecast future needs. Establishes strategic partnerships with internal and external business partners to achieve process management goals Routinely updates management on the status of assigned projects, deliverables, and deadlines.

Responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational responsibility Participates in Compliance audits and remediation Utilizes SQL, Access, Sharepoint, NICE and Microsoft Office products to gather data Professional Experience/Qualifications: One year collections experience or related experience and/or monitoring employee performance Familiar with Collection policies and other appropriate Federal and State laws governing the industry Ability to perform advanced research and analysis, report findings, recommend and implement process improvements.

Ability to communicate information accurately and in professional business formats. Prefer experience using quality monitoring application (NICE) Must be proficient in Word, Excel, PowerPoint and Outlook. Work Environment: Work is performed in an office environment with telephones, personal computers, and printers. The office environment is an open workspace with individual workstations. The noise level of the environment is usually moderate.

This position is a sedentary position with seldom to occasional lifting of less than 11 pounds; requires frequent lifting of less than 1 pound; and may require standing less than or equal to 1/3 of the day. Disclaimer: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Salary Range: $16.88 - $25.34 PRA Group has an effective process for assessing market data and establishing ranges to ensure we remain competitive. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, specific working location and market position. This posted salary range is a good faith and reasonable estimate, and PRA Group reserves the right to adjust this range depending on the qualifications and location of the selected candidate.

In addition to base salary, PRA may offer additional benefits to include performance based bonus programs and/or equity programs depending on the position. PRA offers paid time off, medical, dental, vision, 401k match, life insurance, and other benefits to assist with the physical and mental wellbeing of our employees. All