Quality Assurance Associate

Job Description

Wouldn’t it be great to build your career at a growing company recognized for 7 years in a row, from 2020 to 2026, as the winner of Best Places to Work in Collections and the 2026 winner of Best Places to Work for Women. At Credit Control, we know without a doubt that our driven, dedicated team members are the foundation of our success. Employees are rewarded with excellent benefits, competitive compensation, and opportunities for growth.

Position Overview

We are seeking detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to and score recorded phone calls to ensure compliance with regulatory standards (FDCPA, HIPAA, state laws) and meet client/company quality standards. You will play a vital role in helping our agents maintain compliance and deliver a positive consumer experience.

Job Duties:

• Listen to and evaluate inbound and outbound collection calls based on a predetermined scorecard
• Score calls based on set criteria such as professionalism, accuracy, compliance, and overall effectiveness.
• Provide clear, documented feedback to leadership for training and improvement based on observations while monitoring calls
• Ensure day-to-day operations are conducted in compliance with regulatory and legal requirements, including FDCPA, state regulations, HIPAA, and the company’s policies and procedures, by performing ongoing testing of the business’s operations and procedures.
• Review other quality-related documentation or reports assigned by management

Skills/Qualifications:

• Strong listening skills and attention to detail
• Comfortable working with evaluation forms, checklists, and scoring criteria.
• Basic proficiency with Microsoft Word and Excel.
• Good written communication skills.
• Knowledge of FDCPA and HIPAA is a plus (training provided).
• High school diploma or equivalent required

Job Type: Full-time. This is an in-office position.

Salary:$16.00 - $18.00 per hour

Benefits:

• Flexible Schedule

• Medical/Dental/Vision
• Life Insurance
• Paid Time Off
• Paid Vacation Time
• Paid Holidays
• Paid Bereavement
• Paid Training
• 401k with company match
• Annual Retention Bonus
• Professional Development Grant Program
• Employee Assistance Program
• Ongoing Contests & Prizes
• Annual Company Events
• Company Referral Program
• ADP Lifemart Employee Discounts

Schedule:

• 8-hour shift
• Day shift
• Holidays
• Monday to Friday
• No nights

Education:

• High school or equivalent (Preferred)

Experience:

• Computer skills: 1 year (Preferred)
• Data entry: 1 year (Preferred)
• Microsoft Office: 1 year (Preferred)

Work Location: In-office position

3300 Riders Trail South

Suite 500

Earth City, Missouri 63045