Quality Analyst (SANTIAGO)
$457,600–$457,600 year
On-siteSantiago de los Caballeros, Santiago Province, Dominican Republic
Job Summary
Audit, track, document, and analyze the quality of work performed by operations agents using AI-powered monitoring tools for phone, text, and email channels. Evaluate compliance with internal guidelines and federal/state laws including the FTC Act, UDAP, and TCPA to identify regulatory violations and coaching opportunities. Provide developmental feedback to agents, participate in calibration sessions, and generate weekly and monthly QA reports for leadership. Monitor adherence to revenue-based financing disclosure requirements and recommend updates to scorecards as regulations evolve.
Required Qualifications
- 1 years experience within the call center industry
- Preferably experience Quality Assurance area
- Preferably experience in a leadership role
- Basic Excel knowledge
- Intermediate to advanced English
Desired Qualifications
- Self-starter with high energy
- Enjoys working in a fast-paced environment
- Exhibit a positive teamwork attitude
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