Manager - Compliance Quality Monitoring

Company: PRA Group, Inc.
Location: Norfolk
Posted on: May 3, 2021

Job Description:

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy. Position Summary: Within the Compliance Quality Monitoring (CQM) team, this position is responsible for monitoring and evaluating consumer interaction activities from all departments within PRA, assisting with the development and training of the employees in CQM, directing staff to ensure that productivity and quality of work goals are met, working both with multiple appropriate business units in the company and with the CQM Management team to identify, measure, monitor and control compliance risks within the company. The Manager - CQM will also be responsible for various transactional audits Key Responsibilities (other duties may be assigned): Supports the monitoring of all consumer activities across multiple business lines to ensure they are compliant with applicable laws, codes, rules, standards, regulations and company policies. Responds to business unit Management's escalated disputes or inquiries. Coordinates and/or leads internal and business-facing calibration sessions in order to help ensure consistent monitoring standards. Effectively communicates policy and procedural requirements and operational changes via electronic mail, written memos, telephone calls and in meetings to all levels within the Company. Develops and analyzes reports designed to spot trends in customer interactions or agent behaviors and communicates findings, along with suggested remediation strategies, to business unit and CQM Leadership. Provides recommendations on procedure changes to ensure that they are current and applicable to the current business environment. Directs staff to ensure assigned CQM employees are both operating in accordance with applicable Company policies and procedures and consistently meeting departmental and/or client goals. Coaches team members to assist with knowledge improvement and skill development. Directs staff to provide accurate and timely reporting, results and feedback to business unit Management. Prepares and delivers periodic reviews of employee performance, including preparation and documentation of disciplinary actions and recommendations for employee discharge. Assists with the development, review and maintenance of all department documentation including training and procedures. Responsible for timely and accurate employee forecasting at the team level. Supervisory Responsibilities: Manages 15-20 non-exempt employees assigned to the CQM department. Carries out supervisory responsibilities in accordance with the organization's policies, practices and applicable laws. Actively participates in interview and training processes; directly responsible for the planning, assigning and directing of work; appraising performance; rewarding and disciplining employees; and addressing complaints and resolving problems. Works collaboratively to drive progress in the team, embedding the performance culture and role modeling PRA values. Mentors and coaches others to be open, honest and reliable. Provides constructive, open and timely feedback to support personal and career development of others in order to achieve their full potential. Professional Experience/Qualifications: Bachelor's Degree or the equivalent amount of related experience required. At least two (2) years of recent supervisory, leadership or management level experience. Experience in managing/leading in a compliance, risk management or quality control department preferred. At least 2 - 5 years of collections or related experience in training agent behavior or monitoring customer interactions. Demonstrated familiarity with PRA's collection policies and other appropriate Federal, State and Local laws governing our industry. Proven record of excellent verbal and written communication skills. Ability to work both independently and in a team environment in order to meet deadlines and complete projects in a fast-paced environment. Excellent analytical, organization and multi-tasking skills. Demonstrated proficiency with MS Office suite, especially Outlook, Word and Excel All qualified applicants will receive consideration for employment regardless of age, race, color, sex, gender, religion, national origin, physical or mental disability, citizenship, or any other classes recognized by state or local law or any other characteristic protected under applicable federal, state or local law. We are a drug free workplace.

Keywords: PRA Group, Inc., Norfolk , Manager - Compliance Quality Monitoring, Other , Norfolk, Virginia