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Quality Assurance Analyst

3 days, 19 hours ago
Anywhere
Full-time
Mid Level
QA Engineer
Quality Assurance and Testing
Apply Now
BHG Financial

BHG Financial

BHG Financial is a pioneering financial company that specializes in providing innovative solutions for business professionals, consumers, and financial institutions nationwide. With a focus on technology, analytics, and exceptional service, BHG offers ...

Diversified Financial Services
1K-5K
Founded 2001
View All Jobs 11

Description

  • Monitor and evaluate phone, SMS, and email communications for legal, client-specific, and internal quality compliance.
  • Use speech analytics to identify communication patterns, compliance risks, and opportunities for improvement.
  • Analyze agent interactions and performance metrics, and recommend corrective actions to address deficiencies.
  • Stay current on regulatory updates and industry trends to help establish best practices across communication channels.
  • Support the development and implementation of training programs using analytics findings and provide feedback to agents and teams.
  • Compile, analyze, and present QA and compliance reports with data-driven recommendations for operational improvement.
  • Collaborate on updates to communication policies and procedures to reduce compliance risk and improve quality standards.
  • Partner with Operations, Customer Service, and IT to align quality assurance and compliance efforts across the organization.

Requirements

  • 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 in 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.
  • Proficiency with speech analytics software, CRM systems, and other quality monitoring tools.
  • Proficiency with standard business tools, including email, MS Word, Excel, and PowerPoint.
  • Detail-oriented with strong organizational and analytical skills.
  • Excellent written and verbal communication skills.
  • Creative problem-solving skills with the ability to identify and address compliance and performance issues proactively.
  • Professional certification in quality assurance and/or compliance is desirable.
  • Experience with contact center AI such as Balto AI or similar is nice to have.
  • No written warnings within the last 6 months for internal candidates.
  • Proven track record of monthly QA monitoring performance for internal candidates.

Benefits

  • Medical, Rx, dental, and vision coverage for employees and eligible family members.
  • Competitive PTO and vacation policies.
  • One 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 with additional bonuses for top achievers.
  • Ongoing volunteer opportunities through the BHG Cares program.

Interested in this position?

Apply directly on the company website

Apply Now

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