A Commitment to Quality and Compliance

FBCS is committed to ensuring the quality of our services, and this commitment is demonstrated by the establishment of a Quality Assurance team.  The Quality Assurance team partners with operations management to support compliance and staff development through a systematic program of call monitoring, coaching and training.  QA monitors provide daily feedback to collection managers, identifying training needs and areas for improvement on an individual basis.  Monitor results are reviewed with every collection representatives, and the representatives sign their completed review to affirm their intent to improve upon any areas identified in the report.

The QA team also works with FBCS clients to ensure that program requirements are met.  Team members work with clients to calibrate performance expectations and monitoring criteria, and assist clients in remote monitoring and auditing.  As client requirements change, the QA team ensures that the new procedures are communicated to collection representatives on a timely basis.