Audit collection calls and account notations for FDCPA and company policy compliance using speech analytics and Latitude. Score and report agent and team performance, identify trends for training, assist QA manager with reporting and projects, create/edit Excel formulas, and manage reports. Bilingual English/Spanish required.

Contact delinquent customers to negotiate repayment plans using collection software and telephony systems. Meet production and quality goals, follow client and legal collection standards, accurately document account activity, handle PCI data securely, and participate in training and scheduled shifts including occasional nights and Saturdays.