QA Supervisor

Job Title

QA Supervisor

Division

Compliance

Location

Remote

Join our dynamic team at CCMR3, where we specialize in providing exceptional debt recovery solutions while prioritizing empathy and integrity. As a leading firm in the industry, we are committed to upholding the highest standards of ethical conduct while delivering results for our clients. We are currently seeking talented individuals to join our dynamic team and contribute to our mission of changing the face of the Debt Recovery industry through our Rethink, Reimagine, and Recover philosophy. If you are driven, innovative, and thrive in a fast-paced environment, we invite you to explore the opportunities available with us.

Job Description

The Quality Assurance Supervisor will oversee the quality assurance monitoring program to ensure CCMR3’s operations align with internal policies, regulatory requirements, and performance expectations. This position requires strong leadership skills, attention to detail, and a thorough understanding of quality assurance practices within the financial services industry. The Quality Assurance Supervisor will lead a team of Quality Assurance Analysts and report to the Director of Compliance.

Position Responsibilities:

- Manage and oversee the quality assurance monitoring program to ensure consistent and accurate evaluation of communications, processes, and operations across the organization.

- Lead, mentor, and manage a team of Quality Assurance Analysts, providing guidance, feedback, and development opportunities.

- Develop and maintain quality assurance standards, scorecards, and guidelines in alignment with regulatory requirements such as FDCPA, TCPA, and FCRA, as well as company policies and client expectations.

- Conduct regular reviews of quality monitoring results to identify trends, areas of improvement, and training needs, and collaborate with relevant departments to address gaps.

- Collaborate with the Director of Compliance to align the quality assurance program with the company’s compliance framework and strategic goals.

- Leverage technology, including speech analytics and other tools, to analyze communications data, identify compliance adherence trends, and drive continuous improvement initiatives.

- Prepare and deliver detailed reports and presentations to management, summarizing quality assurance findings, recommendations, and actions taken to enhance operational quality.

- Provide input into the design and delivery of training programs based on quality assurance results, ensuring employees understand and adhere to quality and compliance standards.

- Monitor and assess the effectiveness of corrective actions implemented in response to quality assurance findings.

- Participate in the development and refinement of internal policies and procedures to enhance quality and compliance.

- Support audits, regulatory examinations, and client reviews by providing relevant quality assurance data and insights.

Required Qualifications:

- Bachelor’s degree in business, management, or a related field preferred.

- 3–5 years of experience in quality assurance, compliance, or a related role within the collections or financial services industry, with supervisory experience preferred.

- Strong understanding of relevant regulations, including FDCPA, TCPA, and FCRA, and familiarity with CFPB requirements.

- Experience with quality assurance tools and technology, including speech analytics platforms.

- Excellent leadership, coaching, and team management skills.

- Strong organizational and analytical skills with attention to detail.

- Proficiency with MS Office Suite (Word, Excel, PowerPoint).

- Strong written and verbal communication skills, with the ability to present complex information clearly and effectively.

- High ethical standards and a commitment to maintaining confidentiality and integrity in all quality assurance activities.

In joining our team at CCMR3, you'll have the chance to make a real difference in people's lives while advancing your career in a supportive and rewarding environment. We are second to none with competitive compensation packages, comprehensive and continuous education, and opportunities for professional growth. If you're ready to join a company that values integrity, teamwork, and results-driven performance, apply today and embark on a fulfilling journey with us as we work together to help individuals navigate their financial challenges.