Note: The job is a remote job and is open to candidates in USA. CCMR3 is a leading firm in debt recovery solutions, committed to ethical conduct and operational excellence. They are seeking a Quality Assurance Monitoring & Testing Analyst to ensure high quality and regulatory compliance through monitoring, testing, and collaboration with operational teams.
Responsibilities
- 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
Skills
- 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
Benefits
- 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
Company Overview