Job descriptionWelcome to the intersection of energy and home services.
Job Summary The Collections Quality Assurance & Vendor Management Analyst is responsible for ensuring the quality, compliance, and effectiveness of collections operations, with a primary focus on quality assurance (QA), assisting in vendor performance oversight, and process optimization. This role supports both internal collections teams and external vendors by monitoring execution, identifying risks or gaps, and driving continuous improvement.
The role also provides analytical, operational, and project support as assigned by the Collections Supervisor.
Key Responsibilities 1. Quality Assurance & Vendor Management Specialist
Monitor collection activities and customer interactions for quality, accuracy, and compliance
Conduct regular audits of internal teams and external vendors
Ensure adherence to regulatory requirements, company policies, and communication standards
Identify quality gaps, root causes, and corrective actions
Track, document, and report QA findings and trends to Collections leadership
2. Vendor Management & Performance Monitoring
Provide day‑to‑day operational oversight of collections vendors
Monitor vendor KPIs including productivity, contact rates, recovery performance, and quality scores
Ensure vendors execute assigned strategies, campaigns, and treatment plans accurately
Identify performance issues, elevate risks, and support vendor improvement actions
Assist with vendor staffing alignment, capacity planning, and operational coordination
3. Performance Analytics & Reporting
Develop and maintain daily, weekly, and monthly performance and quality reports
Track KPIs such as recovery rates, call volumes, right‑party contact rates, promise‑to‑pay outcomes, and roll rates
Analyze vendor and internal performance trends
Provide actionable insights and recommendations to the Collections Supervisor
4. Process SME, Documentation & UAT Support
Act as a Subject Matter Expert (SME) for collections QA and vendor processes
Document workflows, procedures, and control requirements
Support User Acceptance Testing (UAT) for system, dialer, vendor, or process changes
Validate end‑to‑end workflows, document defects, and support issue resolution
Ensure consistent execution of processes across internal teams and vendors
5. Ad Hoc & Supervisor‑Assigned Support Support special projects, reporting requests, and initiatives assigned by the Collections Supervisor
Assist with process reviews, audits, and operational deep dives as needed
Provide analytical or operational support to evolving business priorities
Minimum Qualifications
High school diploma, GED or equivalent.
2+ years of experience in collections operations, quality assurance, analytics, or vendor oversight
Strong analytical and problem‑solving skills
Proficiency in Excel and Microsoft Office tools
Experience with performance reporting and KPI analysis
Preferred Qualifications
Experience working with collections or contact center vendors
Experience conducting QA audits in collections or customer service environments
Utility or energy industry experience
Working knowledge of SAP CCS/FICA, NICE, Salesforce, or similar platforms
Experience working in regulated environments
Key Skills & Competencies
Quality assurance and audit mindset
Vendor performance management and oversight
Data analysis and reporting
Automation and process improvement orientation
Strong documentation and attention to detail
Risk identification and compliance awareness
Ability to manage multiple priorities in a fast‑paced, remote environment
Strong communication and stakeholder collaboration skills
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