bhg-inc - Quality Assurance Monitoring and Testing Analyst
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• 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. • In joining our team at CCMR3, you'll have the chance to make a real difference in people's lives while advancing your career in a supportive and rewarding environment. We are second to none with competitive compensation packages, comprehensive and continuous education, and opportunities for professional growth. If you're ready to join a company that values integrity, teamwork, and results-driven performance, apply today and embark on a fulfilling journey with us as we work together to help individuals navigate their financial challenges. • Medical/Rx/Dental/Vision 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 • If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!
Responsibilities
• 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.
Similar Jobs
No credit card. Takes 10 seconds.