Quality Coach

The Quality Coach (QC) is responsible for monitoring and reviewing calls, conducting compliance and skill development identification assessments, and determining and reporting overall quality levels of Account Managers. Call monitoring may be done in side-by-sides or silently using call center monitoring tools. The QC determines areas of improvement from a compliance and skill perspective including procedures, regulations, effectiveness, call flow and documentation to increase the Consumer Experience. This position provides ongoing coaching and mentoring to Account Managers directly or in conjunction with their Group Manager. The QC is reponsible for analyzing collected data, identifying trends,and offering areas of improvement to different stakeholders including but not limited to GM, DM, Training, and OM. Will determine areas of improvement at a team, workgroup, and process level that may go beyond the individual interaction. Expected to do Root Cause Analysis to identify actual solutions / actions to be taken.
Responsibilities
Analyze, create and present monthly and quarterly reports to key stakeholders, highlighting positive trends and opportunity areas in the Consumer Experience.

Coach, mentor, monitor and provide feedback to Account Managers (AMs) on the identified opportunity area individually or in the presence of the AM's Group Manager. Build and maintain partnerships with AMs and Group Managers across multiple departments and separate functional areas.


Maintain strong working knowledge of products, policies and procedures.

Monitor and review calls; measure call effectiveness with respect to the defined skill building metrics. Establish Account Manager trends with respect to different drivers and behaviors and make recommendations for improvement in DCM & skills. Support the hands on completion of internal quality evaluations. Drive the creation and maintenance of process documentation for guidelines and policies that support consistency in the Consumer Experience.


Participate in calibration sessions to review calls and discuss feedback to ensure consistency.
Education

Required: Bachelor



Language

Required: English



Experience

Required: 2 - 3 years of collections specific work experience. Knowledge of FDCPA, FCRA; high level of analytical and logical skills. Proficient in Microsoft Office Suite, especially Excel, Word, and PowerPoint. Well organized, proactive, strong communciation skills and ability to provide feedback / deliver tough messages effectively.

Preferred: Advanced knowledge of collections concepts and practices, and relevant compliance information relating to consumer debt business. Knowledge of and experience with Noble.

Starting Compensation

If you are wondering why you should work for us, here is something to help you decide:

• Pay and Bonuses: Earn a competitive salary. All employees are eligible for uncapped commission or annual bonus incentives.

• Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.

• Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.

• Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.

• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.

• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.

• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.

• New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.

• Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.

• Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at Talent@mcmcg.com.