Senior Client Services Representative (Quality Assurance)

Job Description

Job Description

Position Overview

We are seeking a detail-oriented Quality Assurance Representative to monitor and evaluate interactions between our representatives and clients to ensure compliance with company policies, regulatory requirements, and customer service standards. This role is critical in maintaining operational excellence and protecting both our clients and the organization.

The ideal candidate will have experience in debt settlement, financial services, or call center quality assurance and possess strong analytical and communication skills.

Key Responsibilities

• Monitor and evaluate inbound and outbound client calls to ensure adherence to company policies, scripts, and regulatory requirements.
• Review client files, enrollment documents, and communications for accuracy, completeness, and compliance.
• Ensure compliance with applicable regulations including TCPA, FDCPA, and other consumer protection standards .
• Identify trends, risks, and areas of improvement within sales and customer service teams.
• Provide detailed QA feedback and scoring to representatives and management.
• Assist with training initiatives and coaching opportunities based on QA findings.
• Maintain accurate records of QA reviews and audit results.
• Escalate compliance concerns or potential violations to management.
• Collaborate with operations, compliance, and training teams to improve processes and customer experience.

Qualifications

• 2+ years of Quality Assurance experience in a call center environment (debt settlement or financial services preferred)
• Strong understanding of debt settlement processes and compliance requirements
• Familiarity with TCPA, FDCPA, and consumer protection regulations preferred
• Excellent attention to detail and analytical skills
• Ability to provide constructive feedback and coaching
• Strong written and verbal communication skills
• Proficiency with CRM systems and call monitoring tools
• Ability to manage multiple tasks in a fast-paced environment

Preferred Experience

• Experience working within a debt settlement or debt relief company
• Experience auditing sales, customer service, and retention calls
• Experience auditing client files for accuracy and compliance
• Experience working in CRM’s

Compensation & Benefits

• Competitive salary based on experience
• Performance-based incentives
• Paid time off and company holidays
• Opportunities for growth within a rapidly expanding organization