Quality Management

At PSB, we strive for exceptional quality in everything we do. Our corporate culture is one of service and excellence, and our management team works diligently to promote that culture and identify areas for improvement through quality assurance programs.

Our management team performs routine audits of collector queues to ensure proper procedures are being adhered to and work efforts are meeting company goals and benchmarks. Our DAKCS collection software system offers the ability to view weekly updates that identify deficiencies in work activities, offer account status data, and queue volume updates.

Management staff members do weekly audits and monthly queue reviews and identify areas for ongoing staff training to ensure that our team is always meeting or exceeding company and client expectations. Quarterly performance reviews offer regular insight on performance to each employee and offer advice on any areas where improvement or growth can be made.

Professional Practices Management System (PPMS) Certification

As part of our ongoing pursuit of exceptional quality in our processes and services, PSB is currently pursuing PPMS certification through ACA International (ACA). PPMS certification requires an in-depth look at the company’s internal operating processes and defines areas for improvement. The ACA International PPMS program includes 18 basic elements that relate to the overall management of the business, individual business activities, business support procedures, and client services.

PSB’s current vice president of operations, Jack Roe, is the recipient of the Paul Bunyan Award from ACA for his leadership in developing the PPMS accreditation program. His expertise and leadership will greatly benefit the quality initiatives of PSB moving forward.

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