Quality Assurance Associate

Job Description
Wouldn’t it be great to build your career at a growing company recognized for 7 years in a row, from 2020 to 2026, as the winner of Best Places to Work in Collections and the 2026 winner of Best Places to Work for Women. At Credit Control, we know without a doubt that our driven, dedicated team members are the foundation of our success. Employees are rewarded with excellent benefits, competitive compensation, and opportunities for growth.
Position Overview
We are seeking detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to and score recorded phone calls to ensure compliance with regulatory standards (FDCPA, HIPAA, state laws) and meet client/company quality standards. You will play a vital role in helping our agents maintain compliance and deliver a positive consumer experience.
Job Duties:
Listen to and evaluate inbound and outbound collection calls based on a predetermined scorecard
Score calls based on set criteria such as professionalism, accuracy, compliance, and overall effectiveness.
Provide clear, documented feedback to leadership for training and improvement based on observations while monitoring calls
Ensure day-to-day operations are conducted in compliance with regulatory and legal requirements, including FDCPA, state regulations, HIPAA, and the company’s policies and procedures, by performing ongoing testing of the business’s operations and procedures.
Review other quality-related documentation or reports assigned by management
Skills/Qualifications:
Strong listening skills and attention to detail
Comfortable working with evaluation forms, checklists, and scoring criteria.
Basic proficiency with Microsoft Word and Excel.
Good written communication skills.
Knowledge of FDCPA and HIPAA is a plus (training provided).
High school diploma or equivalent required
Job Type: Full-time. This is an in-office position.
Salary: $16.00 - $18.00 per hour
Benefits:
Flexible Schedule
Medical/Dental/Vision
Life Insurance
Paid Time Off
Paid Vacation Time
Paid Holidays
Paid Bereavement
Paid Training
401k with company match
Annual Retention Bonus
Professional Development Grant Program
Employee Assistance Program
Ongoing Contests & Prizes
Annual Company Events
Company Referral Program
ADP Lifemart Employee Discounts
Schedule:
8-hour shift
Day shift
Holidays
Monday to Friday
No nights
Education:
High school or equivalent (Preferred)
Experience:
Computer skills: 1 year (Preferred)
Data entry: 1 year (Preferred)
Microsoft Office: 1 year (Preferred)
Work Location: In-office position
3300 Riders Trail South
Suite 500
Earth City, Missouri 63045

Employment type
Full Time

Work arrangement
No