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Quality Assurance Analyst ensuring compliance and quality in communication for debt recovery solutions firm. Monitoring, evaluating, and improving phone, SMS, and email communications with regulatory standards.
About the role
- 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. Develop clear and detailed reports on testing outcomes, findings, and recommendations for remediation or process improvements.
- Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions.
- 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.
- Ensure all 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 within 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 uplift agency-wide practices.
- Success in this role is measured by timely completion of monitoring and testing cycles, findings accuracy, remediation plan effectiveness, and contribution to reducing compliance risk across operational workflows.
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.
- Excellent written and verbal communication skills; soft skills emphasis in stakeholder management; and critical thinking and problem-solving abilities in a regulatory environment.
- Strong interpersonal skills with the ability to influence and collaborate across multiple departments.
- 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
- Competitive compensation packages
- Ongoing, comprehensive professional development
- Culture that fosters opportunities for professional growth
Job title
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Not specified
Degree requirement
Location requirements
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