Summary/Objective

We are looking for bright and dynamic professionals who are conversational and detailed oriented to join our growing team. The Spanish Quality Assurance Representative is responsible for monitoring collection calls handled by Spanish-speaking account managers and ensuring compliance with NCA regulatory and performance standards. 

 Joining our team you will enjoy some of the wonderful benefits that we offer. These include:

• Competitive Salary
• Life & Health Insurance
• Shuttle Bus Service
• Lunch Subsidy
• Vibrant Social Engagements 

Essential Functions

• According to preset guidelines and criteria, listen to and score internal collection calls handled via the Spanish skill group.
• Listen to and score Spanish calls for accounts outsourced to an agency.
• As needed, listen to and score internal, non-Spanish calls. 
• Accurately notate or summarize any call-monitoring findings..
• Appropriately escalate graded calls to the department lead or manager, as warranted.
• Provide structured and timely recommendations, as well as verbal and/or written feedback, regarding call-monitoring trends to various members of the leadership team(s). 
• Calibrate with Compliance team members and/or other departments to streamline the callmonitoring process to enhance the customer experience. 
• As needed, transcribe Spanish calls for escalation or other purposes. 
• Review the Spanish group voicemail box and notify a Spanish account manager of any required action. 
• Assist in special projects, as assigned.

Competencies

• Strong attention to detail 
• Oral and written communication skill, including fluent English and Sanish
• Team Orientation
• Problem-solving and analytical skills
• Judgement and decision-making skills
• Customer-service orientation

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

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.

The employee is required to sit for extended periods of time, as well as type and wear/use a headset. Specific vision abilities required include close vision.