Quality Assurance Associate

Wouldn’t it be great to build your career at a growing company recognized 6 years in a row from 2020 to 2025 as the winner of Best Places to Work in collections and the 2025 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 looking for detail-oriented individuals to join our Call Quality Monitoring Team. In this role, you will listen to, and score recorded phone calls to ensure they meet regulatory requirements (FDCPA, HIPAA, state laws) and client/company quality standards. You’ll play a crucial role in helping our agents maintain compliance and deliver a positive experience, as outlined in the 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 are 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

Ensures 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

Overtime

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