Associa

With more than 225 branch offices across North America, Associa is building the future of community for nearly five million residents worldwide. Our 11,000+ team members lead the industry with unrivaled education, expertise, and trailblazing innovation. For more than 43 years, Associa has brought positive impact and meaningful value to communities. To learn more, visit www.associaonline.com.

Job Description

The Community Archives Quality & Collection Initiatives Supervisor plays a pivotal role in leading the quality assurance and collections functions within TownSq Resale Solutions, a Software as a Service, SaaS-based cloud computing model; contact center environment. This role is designed to ensure exceptional customer experience, operational excellence, and financial integrity. The Supervisor will oversee quality monitoring, employee development, and compliance with industry standards, while also managing the collection of outstanding accounts receivable. The ideal candidate will have experience in supervisory roles within Associa or similar property management organizations, and will bring a well-rounded understanding of contact center operations, collection principles, and process improvement methodologies.

Job Duties and Responsibilities

Client Engagement & Consultation

• Design and deliver comprehensive training programs, including online modules, in-person workshops, and video tutorials to enhance software functionality and contact center best practices.
• Collaborate with clients and internal stakeholders to identify training needs and implement solutions that align with TownSq Resale Solutions’ strategic goals.
• Utilize Salesforce Cloud to monitor employee development, generate performance dashboards, and provide executive-level reporting.

System Monitoring & Maintenance

• Conduct regular audits and inspections to ensure adherence to quality assurance standards and regulatory compliance.
• Implement best practices for service quality measurement, employee retention, and client satisfaction.
• Leverage industry-leading tools to maintain compliance with company policies and industry regulations.

User Training & Education

• Partner with corporate training teams to integrate materials into the Learning Management System (LMS).
• Develop and maintain training content for customer care and collections teams, ensuring alignment with evolving business needs.
• Collaborate with subject matter experts to enhance educational resources for internal and external stakeholders.

Customer Experience & Collaboration

• Foster a customer-centric culture within the Business Process Outsourcing (BPO) and contact center teams.
• Drive continuous improvement initiatives to elevate customer interactions and satisfaction.
• Implement feedback mechanisms and workflow optimizations in partnership with leadership.

Collections & Quality Assurance Compliance

• Manage the end-to-end collections process, ensuring compliance with internal policies and external regulations.
• Supervise staff handling unpaid invoices, customer disputes, and payment negotiations.
• Ensure accurate invoicing and timely receipt of payments through collaboration with lenders, title companies, and real estate firms.
• Monitor client interactions for quality and compliance, and prepare detailed performance and risk reports.

Operational Leadership & Performance Management

• Set and monitor goals for collections and quality assurance teams, driving performance and accountability.
• Develop and enforce policies to minimize outstanding debts and financial risk.
• Lead and mentor team members to foster a culture of excellence and continuous improvement.

Technical Expertise & Reporting

• Utilize Salesforce Cloud (a leading customer relationship management (CRM) platform) and data analytics tools to assess collection efficiency and employee performance.
• Ensure adherence to the Fair Debt Collection Practices Act and other relevant regulations.
• Generate strategic reports on collection trends, outstanding AR, and customer payment behaviors.

Requirements

Knowledge & Skills Required

• Minimum of 2 years of experience in quality assurance and collections within a SaaS or contact center environment.
• Preferred experience with Associa systems and supervisory roles for internal candidates.
• For external candidates, experience in SaaS platforms and understanding of collection principles, process improvement, and quality assurance methodologies.
• Proficiency in Salesforce Cloud and data analytics tools for performance tracking and reporting.
• Strong negotiation, problem-solving, and communication skills.
• Knowledge of legal regulations including the Fair Debt Collection Practices Act.
• Ability to lead and manage teams effectively, fostering a culture of continuous improvement.
• Strong organizational skills with the ability to manage multiple projects and priorities.

Education and Experience

• A degree in Business Administration, Finance, or a related field is preferred but not required.
• Candidates with relevant work experience, particularly within Associa or similar property management organizations, are strongly encouraged to apply.
• Minimum of 2 years of supervisory experience in quality assurance and collections is required.

Certifications or Licenses

None required.

Travel Requirements

None.

100% onsite in a typical office environment.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.