Job Overview:
The Quality Assurance Monitoring & Testing Analyst is an essential figure in the Quality Assurance and Compliance department of CCMR3, ensuring high quality and regulatory compliance. The Monitoring & Testing Analyst is responsible for evaluating and testing operational processes to ensure adherence to internal policies, regulatory requirements, and industry standards. This role plays a critical part in the Quality Assurance team, helping to identify areas for improvement, assess risk, and drive operational excellence through consistent monitoring, testing and reporting, and collaborative Management Action Plans (MAPs).
What You'll Do
Monitoring & Testing: 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.
Reporting and Speech Analytics Insight: 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.
Collaboration: Partner with operational teams to discuss results, develop remediation plans, and track timely implementation of corrective actions.
Continuous Improvement: 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.
Compliance: Ensure all monitoring and testing activities align with company policies, legal regulations, and industry best practices.
Documentation: Maintain accurate records of testing activities, methodologies, and follow-up actions for audit and review purposes.
Escalation and Feedback Loop to Compliance: Escalate emerging and identified risk trends to Compliance leadership for evaluation of risk impact.
Best Practices Implementation: 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.
Education Program Support: 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.
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 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.
Skills Required
- Bachelor's degree in business administration, Communication, Legal Studies, or related field
- At least 2-3 years relevant experience in monitoring & testing, quality assurance, compliance, or related field (collections/financial services preferred)
- Prior experience with speech analytics platforms
- In-depth knowledge of federal and state laws, regulations, and industry best practices
- Proficiency in speech analytics software, CRM systems, and other quality monitoring tools
- Proficiency with email, Microsoft Word, Excel, and PowerPoint
- Detail-oriented with excellent organizational and analytical skills
- Excellent written and verbal communication skills
- Creative problem-solving abilities and proactive compliance issue identification
- Professional certification in quality assurance and/or compliance
- No written warnings within the last 6 months (Internal candidates only)
- Proven record of monthly QA monitoring performance (Internal candidates only)
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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