Operations Call Monitoring Specialist

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: Supports Operations through call listening and monitoring, validation testing of process controls, forecasting future process control needs, and partners with management to implement retraining for high-risk compliance areas within Operations. Identifies process gaps, reports findings and recommends process training and enhancements. Key Responsibilities: Reviews and monitors inbound and outbound consumer calls to evaluate adherence to defined standards for accuracy, adherence, and customer service; provides compliance findings to Operations leadership and ensures that all necessary follow up is documented.…