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Compensation: $43,000.00 – $45,500.00

Location: Houston, TX

Position: Quality Assurance Specialist

Inceed has partnered with a great company to help find a skilled Quality Assurance Specialist to join their team!

This person will be responsible for monitoring inbound and outbound customer service and collections calls to evaluate employee performance, ensure compliance with company policies, and uphold industry regulations. You will also help develop and implement call center policies, procedures, and best practices.

Responsibilities:

• Monitor customer service and collections calls to assess call quality, professionalism, compliance, and effectiveness.
• Evaluate agent performance and identify coaching opportunities to enhance service and collection efforts.
• Participate in call listening programs to understand customer expectations and experience.
• Provide actionable feedback and documentation to call center supervisors and team leads.
• Offer both verbal and written coaching on a daily and weekly basis.
• Ensure adherence to federal and state regulations (FDCPA, FCRA, TCPA, CFPB, etc.) and company policies.

Required Qualifications & Experience:

• Minimum of 3 years’ experience in a call center or customer care environment.
• Bilingual: English and Spanish
• Strong understanding of customer service and collections processes.
• Strong written and verbal communication abilities.

Nice to Have Skills & Experience:

• Solar Experience 

Perks & Benefits:

• Competitive Benefits
• Opportunity for growth 

Other Information:

• Requires to be onsite Monday-Friday in their Houston office
• This is an hourly pay opportunity

If you are interested in learning more about the Quality Assurance Specialist opportunity, please submit your resume for consideration. Our client unable to provide sponsorship at this time.

We are Inceed, a staffing direct placement firm who believes in the possibility of something better. Our mission is simple” We’re here to help every person, whether client, candidate, or employee, find and secure what’s better for them.

Inceed is an equal opportunity employer. Inceed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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