Quality Assurance Monitoring and Testing Analyst

What You'll Do

• Monitoring & Testing: Conduct regular monitoring and testing of operational processes, procedures, and controls to ensure compliance with established standards. Support the Organization by identifying gaps, inefficiencies, and potential risks in workflows.

• Reporting and Speech Analytics Insight: Compile and analyze findings from speech analytics, compliance reviews, and QA performance evaluations. Develop clear and detailed reports on testing outcomes, findings, and recommendations for remediation or process improvements.

• Collaboration: Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions.

• Continuous Improvement: Analyze trends in findings, speech analytics data and calibration outcomes to distinguish opportunities for improvement. Recommend evidence-based enhancements to testing methodologies and quality control measures that increase accuracy, efficiency and alignment with regulatory and operational priorities.

• Compliance: Ensure all monitoring and testing activities align with company policies, legal regulations, and industry best practices.

• Documentation: Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes.

• Escalation and Feedback Loop to Compliance: Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact.

• Best Practices Implementation: Continuously monitor regulatory developments and evolving industry best practice. Evaluate their relevance to operational workflows, compliance & QA to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms to enhance risk mitigation and strengthen operational consistency.

• Education Program Support: Use QA analytics insights to generate actionable recommendations for Operations leadership, inform education content and coaching strategies, identify behavior trends, and drive enhancements in education programs.

• 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 2-3 years of relevant experience in monitoring & testing, 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.

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

• Proven 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 QA performance issues proactively.

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