Quality Assurance Analyst

Job Summary

To ensure high-quality and regulatory compliance in communication methods, the full-time remote Quality Assurance Analyst will monitor and evaluate phone, SMS, and email communications, utilizing speech analytics to enhance performance and compliance within the collections department.

Key responsibilities

• Perform in-depth monitoring and evaluation of communications to ensure adherence to legal standards and internal quality benchmarks
• Leverage speech analytics technology to analyze communication data and identify areas for improvement
• Compile and analyze reports on compliance and performance metrics, providing data-driven recommendations for operational improvements

Required qualifications

• Bachelor's degree in business administration, Communication, Legal Studies, or a closely related field
• At least 3 years of relevant experience in quality assurance or compliance, preferably in a collection agency or financial services setting
• In-depth knowledge of federal and state laws, regulations, and industry best practices
• Proficiency in using speech analytics software and quality monitoring tools
• Professional certification in quality assurance and/or compliance is desirable