Quality Assurance Monitoring and Testing Analyst
Remote
Job Summary
Quality Assurance Monitoring and Testing Analyst responsible for evaluating and testing operational processes to ensure compliance with internal policies, regulatory requirements, and industry standards. Key duties include regular monitoring and testing of workflows, analyzing speech analytics and QA performance data, compiling reports with findings and remediation recommendations, collaborating with operations to develop corrective actions, driving continuous improvement of testing methodologies, ensuring alignment with regulatory and operational priorities, maintaining documentation for audits, escalating risk trends to Compliance, implementing best practices across departments, and supporting education content and coaching initiatives. Desired skills include strong QA/compliance expertise, experience with speech analytics and QA tools, cross-functional collaboration, and effective communication; professional certification in QA/compliance is desirable.
Required Qualifications
- Bachelor’s degree in business administration, Communication, Legal Studies, or a closely related field
- 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
- familiarity with speech analytics platforms
- knowledge of federal and state laws, regulations, and industry best practices
- detail-oriented with strong organizational and analytical skills
- ability to adapt to changing regulations and industry trends
- proficiency with speech analytics software, CRM systems, and other quality monitoring tools
- proficiency with MS Office (Word, Excel, PowerPoint)
- no written warnings within 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
- professional certification in quality assurance and/or compliance desirable
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