Quality Technician

About Island Finance

With over 66 years of history, Island Finance LLC stands as Puerto Rico's largest financial institution, serving more than 70,000 customers with consumer loans and a variety of financial products and services. The company operates a comprehensive network including 46 branches, a call center, and advanced online banking services.

Island Finance is deeply committed to Puerto Rico's future, continuously providing top-tier service and support to customers in need while fostering a positive and dynamic workplace with a dedicated team focused on excellence.

Position Overview

The Quality Technician role focuses on ensuring adherence to policies, laws, and regulations by all personnel within the Collections and Telemarketing departments. This is achieved through sampling and evaluating the work performance of employees in these units, providing training recommendations, and supporting corrective measures to address deficiencies.

This role assists the Training and Quality Supervisor by identifying group needs in collection and telemarketing techniques, call handling, persuasion strategies, and other relevant methods aimed at achieving departmental goals related to collections, delinquency control, loss prevention, and acquiring new customer portfolios.

The position also couples performance monitoring with quality assurance, continuous improvement, and collaboration with supervisors and related departments to maintain compliance and enhance productivity.

Key Responsibilities

• Conduct sampling and evaluation of Collections and Telemarketing employees' operations to ensure regulatory and policy compliance.
• Recommend targeted training to analysts based on observed gaps in knowledge and performance concerning products, services, collection processes, claims, and fraud prevention.
• Continuously monitor both telephonic and in-person interactions for contact quality, recording statistical data to analyze outcomes and inform training programs.
• Suggest process and procedural enhancements to improve collections management efficiency and quality.
• Ensure effective use of predictive dialing systems and skip tracing techniques for locating clients, collections activities, telemarketing, and account adjustments.
• Propose updates to procedural manuals, training guides, and educational materials.
• Maintain ongoing communication with Supervisors, MIS, and Training departments to guarantee adherence to collection and telemarketing policies and regulations.
• Assist the Supervisor in preparing reports documenting employee performance and demonstrating compliance with policies, laws, regulations, and objectives.

Requirements

• Associate degree.
• At least one year of experience in consumer product recoveries or telemarketing.
• Proficient computer and internet skills.
• Ability to handle high workloads effectively.
• Strong verbal and written communication capabilities.
• Good interpersonal skills with a customer service orientation.
• Team player with organizational skills and ability to prioritize tasks.
• Capability to work well under pressure.

Additional Information

Island Finance is an Equal Opportunity Employer. The company has continuously evolved over more than five decades to support individuals in achieving their goals.

The role requires compliance with all applicable policies, laws, and institutional regulations.