Call Center Monitoring Specialist (QA Specialist)

Lobel Financial is seeking a detail-oriented Quality Assurance (QA) Specialist to support our growing auto finance collections team. This opportunity is well suited for candidates with experience in collections, customer service, call centers, or loan servicing who can succeed in a fast-paced, performance-focused environment.

Position Overview

The QA Specialist monitors and evaluates collector interactions with customers and third parties through live and recorded call reviews. This role helps ensure adherence to applicable legal, regulatory, and internal policy requirements while assessing the effectiveness of collection techniques. The specialist assigns performance ratings, documents findings, communicates results to management, and contributes to projects that improve departmental efficiency, workflows, and overall performance.

Key Responsibilities

• Review live and recorded calls to evaluate collector interactions with customers and third parties.
• Assess compliance with applicable legal, regulatory, and internal policy requirements.
• Evaluate the effectiveness and professionalism of collection techniques.
• Complete evaluations, assign performance ratings, and maintain accurate documentation within established timelines.
• Communicate findings and performance trends clearly to management.
• Escalate significant compliance concerns or collection-related issues immediately.
• Notify management promptly of issues or delays that may affect workflows or processing timelines.
• Use Microsoft Word and Excel to complete assignments, reporting, and documentation.
• Support projects and tasks that improve departmental efficiency, workflows, and performance.

Qualifications

• Education: High School or GED required, associate or bachelor's degree in finance or related field preferred.
• 1-3 years of experience in collections, customer service, call center operations, loan servicing, quality assurance, or a related field is preferred.
• Strong attention to detail and the ability to evaluate interactions objectively and consistently.
• Clear written and verbal communication skills.
• Ability to organize priorities, meet deadlines, and remain composed in a fast-paced or high-pressure environment.
• Working knowledge of Microsoft Word and Excel.
• Knowledge of departmental operations, processes, and procedures-or the ability to learn them quickly.
• Commitment to learning, professional growth, and continuous improvement.