JOB DETAILS

Customer Experience Analyst

CompanyScott & Associates, PC
LocationUnited States
Work ModeOn Site
PostedJune 11, 2026
About The Company
Scott & Associates, P.C. is a multi-state legal recoveries law firm serving the needs of national, state and local financial institutions throughout the United States.
About the Role

Scott & Associates, P.C. is a well-established, multi-state legal recoveries law firm seeking a motivated Call Quality Assurance Professional to join our DFW-based team.

Since our founding in 2000, we’ve grown into a leading force in debt recovery litigation, providing trusted and comprehensive legal solutions for major banks and creditors nationwide.

Our teams are driven, collaborative, and committed to delivering results — and we’re looking for a Customer Experience Analyst who shares that mindset.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

  • Maintain a working knowledge of all federal, state, and local laws and regulations governing debt collection
  • Maintain a working knowledge of current client requirements
  • Listen to a high volume of recorded collection calls for internal quality assurance
  • Evaluate calls for regulatory compliance and adherence with client requirements
  • Providing positive and negative feedback and reporting findings to the Customer Experience Manager
  • Assist with tracking trends within the quality assurance process and other customer experience insights
  • Collaborate with Training & Compliance to bring awareness to process gaps, necessary policy updates, and deliver targeted developmental insights for the firm
  • All other duties as assigned 


Minimum Qualifications (Knowledge, Skills, and Abilities)

  • Ability to work efficiently with excellent attention to detail in a high-volume fast paced environment 
  • Minimum of two years' general office, outbound call center, call monitoring, or quality assurance experience
  • Effective oral and written communication skills with knowledge of correct grammar, spelling, and punctuation usage
  • Proficient in Microsoft Office applications such as Word, Excel, and Power Point; ability to operate basic office equipment such as a copy machine, fax machine, printer, scanner, and computer; proficient with internet research
  • Ability to multi-task and manage time effectively
  • Ability to be flexible to adapt and act quickly when urgent matters require it
  • Ability to work and maintain patience with diversified individuals of various ethnic backgrounds and professional competencies



Key Skills
Call Quality AssuranceRegulatory ComplianceDebt Collection LawsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointOral CommunicationWritten CommunicationTime ManagementMulti-taskingAttention To DetailInternet Research
Categories
LegalCustomer Service & SupportAdministrativeFinance & Accounting
Job Information
📋Core Responsibilities
The role involves monitoring a high volume of recorded collection calls to ensure regulatory compliance and adherence to client requirements. The analyst will provide feedback to management and collaborate with Training & Compliance to address process gaps.
📋Job Type
full time
💰Salary Range
$22 - $24
📊Experience Level
2-5
💼Company Size
124
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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