Community Archives Quality & Collection Initiatives Supervisor

Community Archives Quality & Collection Initiatives Supervisor

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.

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.

Conduct regular audits and inspections to ensure adherence to quality assurance standards and regulatory compliance.

Partner with corporate training teams to integrate materials into the Learning Management System (LMS).

Foster a customer-centric culture within the Business Process Outsourcing (BPO) and contact center teams.

Manage the end-to-end collections process, ensuring compliance with internal policies and external regulations.

Set and monitor goals for collections and quality assurance teams, driving performance and accountability.

Utilize Salesforce Cloud (a leading customer relationship management (CRM) platform) and data analytics tools to assess collection efficiency and employee performance.

Requirements

Knowledge & Skills Required

Education and Experience

Travel Requirements

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.