Quality Assurance Specialist (remote) at Central Research

Job Summary:

Central Research Inc. is actively seeking a Quality Assurance Specialist to join our team! This key compliance and quality assurance role supports our federal contract by verifying operational quality compliance with internal policies and procedures designed to ensure adherence to our contractual requirements, as well as all applicable federal and state laws and regulations, while also delivering a high-quality customer experience.

Compensation & Health and Welfare:

Quality Assurance Specialist earn $17.50 per hour. In addition, the employee will earn $4.41 per hour paid (capped at 40 hours per week) in Health and Welfare. If the employee works a 40-hour week, this Health and Welfare will cover the full cost of employee-only medical, dental and vision premiums. This means the company is paying the employee’s medical, dental and/or insurance premiums.

Work Location:

These positions are currently remote (work from home). To qualify, applicants must live within a 75-mile radius of a Central Research deployment facility (Lowell, AR or Hendersonville, TN). The reason for this is the employee is expected to pick up their equipment and PIV card/credentials, come into the facility whenever the equipment must be repaired or replaced, return their equipment to the facility at the end of their employment.

Training:

New hires will be trained to understand federal regulations and company policies and the use of customer relationship tools to offer personalized interaction to meet the unique needs of each customer inquiry. Employees must be fully available to successfully complete a remote paid training curriculum, which can extend up to 5-6 weeks.

The hours of training are 8am to 5pm (Central Time), Monday through Friday.

After Training has been completed new hires will be assigned a 40-hour scheduled shift during operational hours. Applicants should understand that by submitting their application, they agree to be available for an assigned shift during any of the times below, or at the discretion of CRI, and that the employee may not be able to select their preferred schedule.

Contact Center hours of operation:

• Monday through Friday: 7am – 4pm Central Time or
• Monday through Friday: 8am – 5pm Central Time

Responsibilities & Job Duties:

• Assist in ensuring the professionalism and timeliness of the response to our clients and customers by enhancing compliance, quality assurance and customer satisfaction.
• Monitor and audit assigned calls in accordance with Central Research and client requirements and report compliance issues to Management.
• Play a key role in ensuring operational personnel comply with federal, state, and local laws and regulations.
• Measure and evaluate the performance of staff that interact with the consumers.
• Use call monitoring and recording software to evaluate representatives' call performance.
• Confirm adherence to internal controls and procedures throughout the life of the program.
• Assist with resolution of accounts if a complaint, dispute or other compliance and/or quality assurance concern arises.
• Prepare and present daily, weekly, monthly, and quarterly call monitor and audit reports.
• Track trends and alert the Manager of Compliance.
• Participate in continuing education programs to stay abreast of changes in laws and regulations.
• Participate in meetings with Management to inform and discuss individual and team performance.
• Track quality scores, trends, commitments, and program updates.

Minimum Education and Experience:

• High School diploma or equivalent GED required.
• 6 months relevant experience in any of the following fields: compliance or quality assurance, call-center monitoring/auditing and/or customer service in a contact center environment.
• Possess the ability to obtain and maintain a Public Trust security clearance (Federal 5C). Requirements are as follows:
  - Must NOT be in default on any Federal Student Loans or defaulted loans that are guaranteed by the federal government (typically 270 days past due)
  - Must be a US Citizen
  - Felonies or misdemeanors within the last 7 years could cause an issue in obtaining a security clearance
  - Applicants who have monies in non-medical Collections exceeding $7,500 could also cause an issue in obtaining the required security clearance.
• Qualified applicants must reside within a 75-mile radius of Lowell, AR or Hendersonville, TN.
• CRI is not currently accepting applications for this position from existing CRI employees.

Preferred Education and Experience:

• Bachelor's degree
• Previous experience with ISO 9001:2015.
• 12 months experience working as a Contact Center Quality Assurance/Compliance Representative/Auditor.
• Knowledge and understanding of TCPA, SCRA, FCRA, Consumer Financial Protection Bureau, associated regulations, and all other applicable federal and state laws and regulations.
• Bilingual (Spanish).

Knowledge, Skills & Abilities:

• Excellent verbal and written communications.
• Attention to detail.
• Exceptional listening and analytical skills.
• Intermediate knowledge of Microsoft Excel, Access, Word, and PowerPoint.
• Detail oriented with the ability to multi-task.
• Ability to learn and navigate new software quickly.
• Ability to work quietly and independently.
• Ability to prioritize daily tasks and complete tasks with limited time and supervision.
• Exceptional customer service skills.
• To qualify, an applicant must pass an online customer service assessment test.
• Must possess reliable high-speed internet using a hard-wired ethernet connection.
• Must possess reliable transportation to a CRI facility throughout the course of employment.

Other Information:

Note: CRI is partnering with Goldschmitt & Associates and ATL to successfully fill these critical positions. By submitting your application, you grant CRI permission to share your application, including your resume, with our partners, to aide them in meeting their Customer Service Rep staffing needs. Rest assured, your application will only be shared with our partners if CRI's vacancies have been filled. You may opt out of this consideration within your application.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEOC – Know Your Rights Poster.

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with the job. It is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification, and addition as deemed necessary by the Company.