Our client, one of the country's largest and most reputable debt settlement companies in the US, has asked for our assistance in locating a Vice President of Quality Assurance and Research for their NYC location.   The VP of Quality Assurance and Research will lead the Quality Assurance team who monitors and scores interactions between staff and clients, identifying compliance, performance, and training opportunities that lead to improved service quality and support all internal business departments. This position will work closely across all key business areas. They will also drive the identification of Key Performance Indicators (KPIs) which drive high-quality service delivery and have the greatest positive impact on the client. The candidate will also be responsible for maintaining internal process auditing to make sure that they are maintained within the standards servicing both client-facing and back-end. The incumbent will develop a continuous improvement program that leverages all client interactions to drive quality and improve the client experience. This role will be responsible for the research needed to develop recurrent curriculum for advocates in all departments, provide timely and actionable performance metrics to department leaders, and monitor performance. Candidate will have experience handling large volume of surveys (10k-15k +) and must have financial services experience in a call center environment.  Local Candidates only - No relocation. US Citizens and Green Card Holders ONLY.

• Provide technical direction and leadership for a growing team of professionals
• Lead a team of QA Analysts, and be responsible for performance, people management, and career development
• Establish a framework for Quality Assurance and work closely with the Executive Team
• Implement new policies, procedures, and strategies for Quality Assurance
• Determine performance scorecard framework via the assessment of current ones in place and addressing gaps and opportunities
• Develop applicable KPIs and other required reporting to look for areas of opportunity
• Create a Market Research framework, including client surveys, as well as focus groups to prospects and current clients
• Thrive in a fast-paced, constantly changing environment and maintain a positive, can-do attitude

• Ability to establish a QA that is looked at as a learning hub, and not as a police department. 

• Bachelor’s degree
• Minimum 7 years of professional experience required 
• Minimum of 5 years’ experience in a management or leadership position, preferably in Quality Assurance
• Prior Quality Assurance experience required
  
• Experience with Customer Survey tools and Focus Groups is preferred
• Strong communication skills with the ability to effectively communicate with all levels of the organization. 

If you feel you have the necessary qualifications please forward a recent copy of your resume and state your salary requirements.

Local Candidates Only - No relocation

US Citizens or Green Card Holders Only!