Quality Assurance Representatives ensure compliance, improve the performance of CSR's and/or Collectors and provide support to Quality Assurance Leadership in meeting performance improvement goals. Working in a collaborative team environment, the Quality Assurance Representative will perform scheduled reporting (daily/weekly/monthly) and maintenance of reports. 

Responsibilities:

• Monitor CSR's and/or Collectors (directly and/or indirectly) to improve efficiency and ensure guidelines (FDCPA, Work Standards, CC Manuals) are being followed.
• Perform exports and/or payments when required, ensuring accuracy of all information.
• Complete data entry to provide accurate information to improve the quality and efficiency of operations.
• Generate reports and analyze statistics.
• Work on specific projects and collaborate with internal and external resources.
• Consistently meet stringent timelines.
• Understand and maintain knowledge of all policies and procedures (FDCPA, Work Standards, CC Manuals).
• Constantly contribute new ideas in order to increase operational efficiencies and effectiveness.
• Contribute individually and function as an effective team member to achieve department goals.
• Maintain customer/company confidentiality (as per confidentiality agreement).

 Qualifications:

• Proven investigative and problem solving skills in the areas of developing data reports and spreadsheets.
• Endurance and capability to handle repetitive tasks with maintaining focus and accuracy.
• At least two years call centre experience including some monitoring, and performance measurement / improvement preferred.
• Detail-oriented, focus on accuracy and demonstrate a positive attitude and initiative.
• Ability to work in a collaborative team environment, to change focus in a moment notice and to take direction well.
• Possess the desire and ability to engage in knowledge acquisition, skills upgrading and maintain confidentiality.
• Strong interpersonal, oral and written communication skills.

If you believe you have the relevant experience, enthusiasm and great attitude that we're looking for - please submit your cover letter (including salary expectations) and resume by email: careers@ecarecenters.com or by fax: 204-940-4278.

E-Care Contact Centers is an equal opportunity employer committed to a diverse workforce.  While we thank all that apply, only those selected for an interview will be contacted.