Job Description
The Quality Assurance Analyst is an essential figure in the Quality Assurance and Compliance department of CCMR3, ensuring the high quality and regulatory compliance of our communication methods. This position focuses on vigilant monitoring, evaluation, and improvement of phone, SMS, and email communications including utilizing advanced speech analytics to enhance understanding, strategy, and monitoring capabilities. A significant aspect of this role involves maintaining and elevating specific work standards within the collections department to meet both regulatory requirements and performance excellence.
What You'll Do
- Comprehensive Communication Oversight: Perform in-depth monitoring and evaluation of phone, SMS, and email communications to ensure adherence to both legal standards, such as the Fair Debt Collection Practices Act (FDCPA), the Telephone Consumer Protection Act (TCPA), client specific requirements, and internal quality benchmarks. Apply quality control measures to maintain work standards specific to the collections department’s goals.
- Speech Analytics Utilization: Leverage speech analytics technology to analyze communication data, identifying patterns, compliance adherence, and areas for improvement. Utilize these insights to refine and optimize communication strategies.
- Regulatory Compliance and Performance Analysis: Analyze agent interactions for compliance with applicable laws and evaluate performance metrics. Identify risks and deficiencies and recommend corrective actions to improve compliance and efficiency.
- Best Practices Implementation: Keep abreast of regulatory updates and industry trends to inform and establish best practices within the agency. Promote the integration of these practices across communication platforms.
- Training Program Support: Contribute to the development and implementation of training programs based on analytics insights. Offer tailored feedback to agents and teams to bolster compliance and performance.
- Quality and Compliance Reporting: Compile and analyze reports detailing findings from speech analytics, compliance reviews, and performance evaluations. Present data-driven recommendations for continuous operational improvements.
- Policy and Procedure Enhancement: Collaborate in the ongoing review and refinement of communication policies and procedures, ensuring they remain relevant and effectively mitigate compliance risks. Focus on aligning quality control standards with the collections department's specific requirements.
- Cross-Functional Collaboration: 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.
What You'll Need
Bachelor’s degree in business administration, Communication, Legal Studies, or a closely related field.
At least 3 years of relevant experience in 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.
- Nice to have experience with contact center AI such as Balto AI or similar
No written warnings within the last 6 months (Internal candidates only)
Proven track 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 performance issues proactively.
Professional certification in quality assurance and/or compliance is desirable.
This Quality Assurance Analyst position offers the opportunity to significantly impact CCMR3’s operational integrity, effectiveness, and risk mitigation by ensuring our communication practices are compliant and of the highest quality.
Skills Required
- Bachelor's degree in business administration, Communication, Legal Studies, or a closely related field.
- At least 3 years of relevant experience in quality assurance, compliance, or a related field, preferably within a collection agency or financial services.
- Prior experience with speech analytics platforms.
- In-depth knowledge of federal and state laws, regulations, and industry best practices.
- Detail-oriented with excellent organizational and analytical skills.
- Proficiency in using speech analytics software, CRM systems, and other quality monitoring tools.
- Excellent written and verbal communication skills.
- Professional certification in quality assurance and/or compliance is desirable.
What We Do
BHG Financial is transforming the financial industry; leveraging the power of data, analytics, and cutting-edge technology to become not only the number one source for professional loans, but also the creator of the largest community bank loan and product network in the country. Since 2001, BHG has originated more than $18.5 billion in loan solutions to top-quality borrowers, which community and midsize banks can access via a state-of-the-art loan delivery platform. Building on nearly two decades of innovation, BHG and its family of brands now offer a full suite of financial solutions that span business, consumer, and SBA 7(a) loans, credit cards, collection services, risk management services, and point-of-sale financing. With record growth year after year, BHG continues to be recognized regionally and nationally: earning a spot on the Inc. 5000 for 16 years running, and receiving accolades from Great Place to Work® and Fortune magazine, among others. BHG is partially owned by Pinnacle Bank (PNFP) and has headquarters in Davie, FL, Syracuse, NY and Atlanta, GA.
Why Work With Us
BHG Financial cultivates a high-energy atmosphere in an open-door, non-traditional corporate environment. As a growing company of more than 1500, it's the perfect place to share your ideas and advance your career.
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