With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

\n \n Job Description

The Quality Assurance & Collections Supervisor is responsible for overseeing both the quality assurance and collections departments within a SaaS-based contact center environment. This role ensures world-class service through rigorous monitoring, employee development, and compliance with best-in-class industry standards. This dual-role Quality Assurance & Collections Supervisor position requires a dynamic leader who can balance operational efficiency, employee engagement, and customer satisfaction while ensuring compliance and financial stability within the organization. The Supervisor will engage with clients, develop training programs, facilitate in-person workshops, and leverage Salesforce Cloud to drive employee engagement, performance metrics, and executive reporting. Additionally, the Supervisor will manage the collection of outstanding accounts receivable (AR), collaborating with lenders, title companies, and real estate firms to streamline payment processes.

\n

\n

Job Responsibilities:

\n

\n

Client Engagement & Consultation:

\n\nDevelop tools, online training, and facilitate in-person training to enhance software functionality and contact center best practices.\nDesign and deliver training sessions, workshops, and video tutorials for staff and clients.\nUtilize Salesforce Cloud to track employee development, create dashboards, and generate reports for executive leaders.\nEnsure alignment with 2025 goals and OKRs through strategic planning and solution delivery.\n\n

System Monitoring & Maintenance:

\n\nConduct regular audits and inspections to uphold quality assurance standards.\nImplement best practices for measuring service quality, employee retention, and client growth.\nUse industry-leading tools and metrics to maintain compliance with company policies and industry regulations.\n\n

\n

User Training & Education:

\n\nCollaborate with the corporate team to ensure training materials are integrated into the Learning Management System (LMS).\nDevelop and maintain content for customer care and collections teams, as well as internal and external training programs.\nWork with subject matter experts to continuously improve educational resources for employees and clients.\n\n

Customer Experience & Collaboration:

\n\nPromote a customer-centric culture within the BPO and contact center organization.\nDrive continuous quality improvement strategies to enhance customer interactions.\nPartner with leadership to implement feedback loops, training enhancements, and workflow optimizations.\n\n

Collections & Quality Assurance Compliance:

\n\nOversee the company’s collection process, ensuring compliance with regulations and policies.\nAssign and oversee professionals managing unpaid invoices and customer disputes.\nNegotiate payment arrangements and ensure correct invoicing and timely receipt of payments.\nMonitor staff interactions with clients to ensure compliance and quality service delivery.\nPrepare detailed reports on collection activities, risks, and department performance.\n\n

Operational Leadership & Performance Management:

\n\nEstablish goals and targets for payment collections and department objectives.\nImplement policies and procedures to prevent excessive outstanding debts.\nDevelop effective collection strategies and tactics to minimize financial risk.\nTrain, evaluate, and manage collections and quality assurance teams to improve productivity and compliance.\n\n

Technical Expertise & Reporting:

\n\nUtilize Salesforce Cloud and other data analytics tools to provide insights into collection efficiency and employee performance.\nEnsure compliance with the Fair Debt Collection Practices Act and other relevant regulations.\nDevelop and present strategic reports on collection trends, outstanding AR, and customer payment behaviors.\n\n Requirements

\n

Knowledge and Skills:

\n\nStrong background in quality assurance and collections within a SaaS or contact center environment.\nExceptional negotiation, problem-solving, and communication skills.\nExperience with data analysis, reporting, and the use of Salesforce Cloud.\nUnderstanding of credit and collections processes, financial risk assessment, and industry best practices.\nAbility to lead, train, and manage employees effectively while fostering a culture of continuous improvement.\nKnowledge of legal regulations governing debt collection, customer disputes, and contact center compliance.\nStrong organizational skills with the ability to manage multiple accounts and projects simultaneously.\n\n

\n

Education and Experience:

\n\nAbility to manage sensitive and confidential information.\nExcellent communication and negotiation skills.\nDegree in Business Administration, Finance, or equivalent combination of education and relevant work experience\n3 years of experience.\nAdvanced knowledge of Microsoft Office including Outlook, Excel, Word & PowerPoint.\n
\n

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.