Quality Analyst
On-siteSanto Domingo, Nacional, Dominican Republic
Job Summary
Audit, track, document, and analyze the quality of work performed by operations agents across phone, text, and email channels. Operate AI-powered monitoring platforms to review flagged communications for regulatory violations, predatory lending concerns, or policy breaches, ensuring adherence to laws including the FTC Act, TCPA, and state lending regulations. Conduct structured QA reviews, score interactions against established standards, and generate weekly and monthly reports for management. Provide developmental feedback to agents, participate in calibration sessions, and recommend updates to monitoring criteria. Ensure all communications meet revenue-based financing disclosure requirements while assisting other departments with compliance requests.
Required Qualifications
- 1 years of experience within the call center industry
- Preferably experience Quality Assurance area
- Preferably experience in a leadership role
- Preferably College/Technical degree
- Basic Excel knowledge
Desired Qualifications
- Self-starter with high energy
- Enjoys working in a fast-paced environment
- Exhibit positive teamwork attitude
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