Quality Assurance & Vendor Management Specialist

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, escalate 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