CCMR3

Systems Engineer

• Requirement gathering: Work with management and end-users to understand business challenges and system needs.
• Process analysis: Analyze current business processes to identify areas for improvement and efficiency gains.
• System Imports: Process file and updates into our system.
• Solution Design: Design new or updated systems and applications to meet specific business needs.
• Technical specifications: Translate business requirements into detailed technical specifications for the development team.
• Data Analysis: Analyze data to help with decision-making and to identify problems or opportunities.
• Monitoring and Support: Monitor the performance and efficiency of business systems and provide support.
• Documentation: Create and maintain clear and concise documentation, such as user manuals, process flows, and requirements documents.
• Testing: Assist with testing software programs to ensure they function as required and align with business objectives.
• Communication: Serve as a liaison between business users and the IT development team to ensure alignment throughout the project lifecycle.

Business Systems Analyst

QA Engineer

• 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.
• Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement.
• Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency.
• Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms.
• Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance.
• Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements.
• Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements.
• Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.
• Success in this role will be measured by timely completion of QA reviews, accuracy of compliance assessments, effectiveness of feedback provided to agents, and contribution to reducing compliance risk across communication channels.

Quality Assurance Analyst

Director

• Manage, mentor, and grow a team of Applications Analysts; drive a culture of accountability, problem-solving, and innovation
• Oversee CRM project execution, workload prioritization, and professional development
• Oversee the operation, support, and enhancement of a proprietary financial services CRM
• Partner with stakeholders to capture requirements, prioritize improvements, and deliver enhancements
• Ensure system integrity, scalability, and compliance with security standards
• Work directly with Software Developers, Data Analysts, Compliance, Finance, Legal, and other critical business teams
• Act as a liaison between IT, Operations, and executive leadership; translate business requirements into technical solutions
• Provide transparent communication on status, risks, and outcomes of projects and enhancements
• Use SQL to analyze data, troubleshoot issues, and optimize CRM performance
• Leverage programming skills (C#, .NET, SQL Server, or similar) to understand and support system development
• Manage projects and workflows using Jira
• Identify and implement process improvements that streamline operations and enhance the user experience

Director, OPM

Client Services Representative

•       Provide in-depth support and solutions to TPS customers
•       Communicate with customer through various channels
•       Enter records of customer calls, interactions and inquiries via a CRM system
•       Build strong working relationships with customers and internal stakeholders

Business Systems Analyst

Quality Assurance Analyst

Director, OPM

Client Services Specialist I