Collections Quality Control Analyst

Do the best work of your career as a champion for small and mid-size businesses.

BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms. 

BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.

Join our Collections team and play a pivotal role in executing strategic and operational initiatives while playing a vital role in the development of the Collections team as a whole. We are seeking a dedicated and detail-oriented individual who is passionate about enhancing collection performance through quality monitoring and constructive feedback on call and case handling. In this role, you will review and score a variety of collections calls and cases, assessing call quality, procedural adherence, and overall customer experience. You will regularly collaborate with business leaders to discuss quality results, identify training opportunities, and address pain points for both customers and analysts.

Key Responsibilities:

• Learn and understand the unique collection practices across all of BILL’s products.
• Develop and maintain scorecards for customer interactions (call & email) and case management evaluations.
• Champion our call model and provide feedback to align calls with expectations.
• Review customer interactions and cases to deliver feedback to the extended Collections leadership team.
• Provide actionable feedback to analysts and supervisors through the QA process.
• Use quality monitoring data systems to track and compile performance metrics at both team and individual levels.
• Stay up-to-date on product releases, training, and process changes.
• Conduct live monitoring of collection calls and deliver immediate feedback to advocates.
• Partner with coaches, supervisors, and leadership to create development plans for the collections team.
• Prepare and distribute quality reports to senior management, highlighting trends, conclusions, and opportunities for improvement.
• Perform other duties as assigned.

Qualifications:

• 2+ years in a Quality Assurance team
• Proven track record of reliable decision-making and accuracy.
• Ability to quickly learn and adapt to new processes and procedures.
• Working knowledge of Excel for creating and updating spreadsheets.
• Strong independent decision-making skills with the confidence to support your actions.
• Proven ability to multitask, prioritize, and manage time effectively.

The estimated base salary range for this role is noted below for our office location in Draper, UT. Additionally, this role is eligible to participate in BILL’s bonus and equity plan. Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed above. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits.

Draper UT pay range$67,200—$80,400 USD

Let’s talk about benefits

• 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
• HSA & FSA accounts 
• Life Insurance, Long & Short-term disability coverage
• Employee Assistance Program (EAP)
• 11+ Observed holidays and wellness days and flexible time off 
• Employee Stock Purchase Program with employee discounts
• Wellness & Fitness initiatives
• Employee recognition and referral programs
• And much more

For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page