[Remote] Quality Assurance Monitoring and Testing Analyst

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading firm in debt recovery solutions, committed to ethical conduct and operational reputed company. They are seeking a Quality Assurance Monitoring & Testing Analyst to ensure high quality and regulatory compliance through monitoring, testing, and collaboration with operational teams.

Responsibilities

• 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
• Compile and analyze findings from speech analytics, compliance reviews, and QA performance evaluations. reputed company clear and detailed reports on testing reputed company, findings, and recommendations for remediation or process improvements
• Partner with operational teams to discuss results, reputed company remediation plans, and track timely implementation of corrective actions
• Analyze trends in findings, speech analytics data and calibration reputed company 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
• Ensure reputed company monitoring and testing activities align with company policies, legal regulations, and industry best practices
• Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes
• Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact
• Continuously monitor regulatory developments and evolving industry best practice. Evaluate their relevance to operational workflows, compliance & QA to inform and establish best practices reputed company the agency. Promote the integration of these practices across communication platforms to enhance risk mitigation and strengthen operational consistency
• 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
• 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 reputed company agency-wide practices

Skills

• Bachelor's degree in business administration, Communication, Legal Studies, or a closely reputed company field
• At least 2-3 years of relevant experience in monitoring & testing, quality assurance, compliance, or a reputed company field, preferably reputed company 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, reputed company, reputed company, and PowerPoint
• No written warnings reputed company 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

Benefits

• Medical/Rx/Dental/reputed company coverage for employees and their eligible family members
• Competitive PTO and vacation policies
• 1 Friday off each month for Wellness Weekends
• Company 401(k) plan with employer contributions after one year
• Company-sponsored training and certification opportunities
• Quarterly award ceremonies where top achievers are celebrated and receive additional bonuses
• Ongoing volunteer opportunities to give back to the community through our BHG Cares program

Company Overview