Quality Assurance, Call Quality Auditor
CBV Collections Services Ltd. - Calgary, AB

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CBV Collection Services Ltd. is a leading provider of collection services for over 90 years with clients in the financial, telecommunications, and government sectors. We are looking for highly motivated and career-focused individuals who believe in providing the best service and results for our clients.

Position Summary:
This role will assisting ensuring the call quality standards are adhered to and assist in assuring our collection approach is consistent, professional and effective
Duties and Responsibilities Include (but are not limited to):
Review and log all live monitoring scorecards by site/collector.
Review a sample call recordings for specific key portfolio’s on a daily, weekly, monthly or on an “as required” basis, identifying compliance risks for training opportunities.
Provide feedback to the sites.
Review of client requested call monitoring samples prior to release to the client.
Communicate with client auditors to ensure they have a sound understanding of CBV file note lines, status codes, dialer result codes, screens etc.
Communicate with sites regarding client audit findings and work with sites to develop action plans to fix deficiencies.
Provide monthly activity to Manager.
Use of various recording playback programs and speech analytic software.

You have strong interpersonal communication skills with an effective ability to communicate both orally and written.
You have exceptional multi-tasking and organizational skills.
You possess strong analytical, problem solving and good time management skills.
You are able to cope under pressure and deliver superior results.
You learn quickly, are exceptionally self-directed and able to meet tight deadlines.
You have intermediate exposure to MS Office Suite programs and above average typing skills.
You have a solid understanding of the collection industry and compliance.
You are prompt, reliable and articulate.
You are a team player.

About this company
CBV has been a privately-held company since 1921. We are also owners of Primary Financial Services, L.L.C., located in Phoenix, Arizona....