CCMR3
Debt Recovery
QualityAssuranceAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Quality Assurance Analyst at CCMR3. Skills: Quality assurance, Regulatory compliance, Speech analytics. Perform in-depth monitoring and evaluation of phone, SMS,. Apply quality control measures to maintain work standards”
Industry & Context.
Creative problem-solving
What They're Looking For.
Must Have
Bachelor's degree in business administration, Communication, Legal Studies, or a closely related field, At least 3 years of relevant experience in quality assurance, compliance, or a related field, Proficiency in using speech analytics software, CRM systems, and other quality monitoring tools, Proficiency with technology, including general business tools such as e-mail, MS Word, Excel, and PowerPoint
Nice to Have
Prior experience with speech analytics platforms, Professional certification in quality assurance and/or compliance
What You'll Do.
Perform in-depth monitoring and evaluation of phone
Apply quality control measures to maintain work standards
Leverage speech analytics technology to analyze communication data
Analyze agent interactions for compliance with applicable laws
Evaluate performance metrics
Identify risks and deficiencies
Recommend corrective actions
Keep abreast of regulatory updates and industry trends
Establish best practices within the agency
Promote the integration of these practices
Contribute to the development and implementation of training
Offer tailored feedback to agents and teams
Compile and analyze reports detailing findings
Present data-driven recommendations for continuous operational improvements
Collaborate in the ongoing review and refinement of
Align quality control standards with collections department requirements
Work closely with various departments
Disseminate valuable insights and strategies
How You'll Work.
Team & Collaboration
Cross-functional collaboration; Operations; Customer Service; IT
Communication Scope
Written communication; Verbal communication
Full Job Description
## Description Join our dynamic team at CCMR3, where we specialize in providing exceptional debt recovery solutions while prioritizing empathy and integrity. As a leading firm in the industry, we are committed to upholding the highest standards of ethical conduct while delivering results for our clients. We are currently seeking talented individuals to join our dynamic team and contribute to our mission of changing the face of the Debt Recovery industry through our Rethink, Reimagine, and Recover philosophy. If you are driven, innovative, and thrive in a fast-paced environment, we invite you to explore the opportunities available with us. Job Description The Quality Assurance Analyst is an essential figure in the Quality Assurance and Compliance department of CCMR3, ensuring the high quality and regulatory compliance of our communication methods. This position focuses on vigilant monitoring, evaluation, and improvement of phone, SMS, and email communications including utilizing advanced speech analytics to enhance understanding, strategy, and monitoring capabilities. A significant aspect of this role involves maintaining and elevating specific work standards within the collections department to meet both regulatory requirements and performance excellence. ## What You'll Do Comprehensive Communication Oversight: Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks. Apply quality control measures to maintain work standards specific to the collections department’s goals. Speech Analytics Utilization: Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement. Utilize these insights to refine and optimize communication strategies. Regulatory Compliance and P
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