Operations Call Monitoring Specialist

Location: Norfolk, VA, United States; work is performed in an office environment.

Salary: $16.88–$25.34 per hour.

Company

hirify.global is a publicly traded company focused on operations in the consumer debt and financial services industry.

What you will do

• Review and monitor inbound and outbound consumer calls for accuracy, compliance, adherence to standards, and customer service.
• Document findings and provide clear written feedback to Operations management.
• Validate and test the effectiveness of Operations quality reporting and process controls.
• Recommend improvements to compliance reporting, operational efficiency, and Quality Assurance resource use.
• Collaborate with Management, Quality Assurance, and Operations to improve existing controls and forecast future process needs.
• Participate in compliance audits, remediation, and retraining initiatives for high-risk compliance areas.

Requirements

• At least one year of collections experience, related experience, or experience monitoring employee performance.
• Knowledge of collection policies and applicable federal and state laws governing the industry.
• Ability to conduct advanced research and analysis, report findings, and implement process improvements.
• Professional written and verbal communication skills.
• Proficiency in Word, Excel, PowerPoint, and Outlook.
• Must be legally authorized to work in the United States and must not require current or future employment visa sponsorship.

Nice to have

• Experience using the NICE quality monitoring application.
• Experience with SQL, Access, SharePoint, or related data and reporting tools.

Culture & Benefits

• Full-time employment in an open office workspace.
• Paid time off, medical, dental, and vision insurance.
• 401(k) match and life insurance.
• Potential performance-based bonus and equity programs depending on the position.