Quality Assurance Analyst

What You'll Do

Comprehensive Communication Oversight: Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks. Apply quality control measures to maintain work standards specific to the collections department’s goals.
Speech Analytics Utilization: Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement. Utilize these insights to refine and optimize communication strategies.
Regulatory Compliance and Performance Analysis: Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency.
Best Practices Implementation: Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms.
Training Program Support: Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance.
Quality and Compliance Reporting: Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements.
Policy and Procedure Enhancement: Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements.
Cross-Functional Collaboration: Work closely with various departments, including Operations, Customer Service, and IT, to foster a cohesive approach to quality assurance and compliance. Disseminate valuable insights and strategies to uplift agency-wide practices.

What You'll Need

• Bachelor’s degree in business administration, Communication, Legal Studies, or a closely related field.

• At least 3 years of relevant experience in quality assurance, compliance, or a related field, preferably within a collection agency or financial services setting. Prior experience with speech analytics platforms is highly valued.

• In-depth knowledge of federal and state laws, regulations, and industry best practices.

• Detail-oriented with excellent organizational and analytical skills.

• Adaptability to changing regulations and industry trends.

• Proficiency in using speech analytics software, CRM systems, and other quality monitoring tools.

• Proficiency with technology, including general business tools such as e-mail, MS Word, Excel, and PowerPoint.

• Nice to have experience with contact center AI such as Balto AI or similar 

• No written warnings within the last 6 months (Internal candidates only)

• Proven track record of monthly QA monitoring performance (Internal candidates only)

• Excellent written and verbal communication skills.

• Creative problem-solving abilities, with a keen ability to identify and address compliance and performance issues proactively.

• Professional certification in quality assurance and/or compliance is desirable.

• This Quality Assurance Analyst position offers the opportunity to significantly impact CCMR3’s operational integrity, effectiveness, and risk mitigation by ensuring our communication practices are compliant and of the highest quality.