Testing and Evaluation: 

Conducting thorough testing of collections services, and processes to identify defects, errors, and areas for improvement.  

Developing and executing varying collections test plans and scenarios to ensure comprehensive coverage.  

Analyzing test results and documenting findings, including the nature of defects and their impact with resolutions to ensure compliance with industry standards.  

Data Analysis and Reporting: 

Analyzing collection agents call data related to quality metrics to identify trends, patterns, and root causes of issues that affect or may have any compliance breach.  

Preparing weekly reports and presentations summarizing findings and recommendations for improvement.  

Tracking and monitoring quality metrics to ensure continuous compliance adherence as per industry and client standards/ requirements. 

Process Improvement: 

Identifying inefficiencies and suggesting improvements to processes, products, and services in a timely manner.  

Collaborating with cross-functional teams and departments to implement/ improve and ensure adherence to collections industry standards.  

Developing and maintaining quality standards and procedures are modified as necessary to stay align with industry and legal standards.