Quality Assurance Specialist

Status: Available

Posting Date: 07/02/2025

Location: Houston, TX

Full Time: Yes

Part Time: No

Salary: $43,680.00 - $45,760.00

Type: DH

Description:

Are you passionate about ensuring top-tier service and regulatory compliance? Join a dynamic, fast-paced call center environment as a Quality Assurance Agent. In this role, you’ll monitor and assess customer and collections calls, ensuring adherence to FDCPA, FCRA, CFPB, and TCPA regulations while enhancing service quality.

This position offers the chance to identify and solve service issues, recommend process improvements, and support the development of a culture of excellence. You’ll collaborate with leaders, offer coaching, and help shape best practices in customer engagement.

Bring your attention to detail, compliance knowledge, and passion for customer care — and we’ll provide the platform to thrive.

Education: Degree or proven experience in finance, business, or compliance/QA role

Experience: Background in call monitoring or QA preferred Experience in a high-volume, fast-paced call center Proven team collaboration

Job Categories: Customer Service

Responsibilities:

• Monitor inbound/outbound customer and collections calls

• Ensure compliance with laws and internal policies

• Identify and address weaknesses in service quality

• Provide feedback and coaching to teams

• Maintain call center process/procedure documentation

• Recommend improvements to boost efficiency and compliance

Skills:

• Strong listening and analytical skills

• Written/verbal communication excellence

• Knowledge of FDCPA, FCRA, CFPB, TCPA regulations

• Time management & multitasking

• Process improvement mindset

• Organized, inquisitive, self-motivated

Requirements:

• 3+ years of call center customer service experience

• Familiarity with FDCPA, FCRA, CFPB, SCRA, TCPA

• Strong attention to detail and discretion

• Able to work independently and manage deadlines