Quality is fundamental to the success of any business and a big part of my job is reminding our entire organization that quality is not the responsibility of just one department, but of all departments. To Focus, quality means making sure that we are not only hitting our production targets but also delivering the quality service we promise our clients.

In addition to working with the other departments, we spend a lot of time in my department working with individual consumers getting them comfortable with Focus and the collection process before their concern or question turns into a complaint. Yes, we are collecting a debt, but we also have an obligation to provide a certain level of service to the consumer.

Our clients are very happy with our compliance track record. I’m focused on keeping it that way.