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Quality Assurance Monitoring and Testing Analyst

3 weeks ago
Anywhere
Full-time
Junior
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

  • Conduct regular monitoring and testing of operational processes, procedures, and controls to ensure compliance with established standards.
  • Identify gaps, inefficiencies, and potential risks in workflows and operational practices.
  • Compile, analyze, and report on findings from speech analytics, compliance reviews, and QA performance evaluations.
  • Develop clear reports with testing outcomes, findings, and recommendations for remediation or process improvements.
  • Partner with operational teams to review results, create remediation plans, and track corrective actions to completion.
  • Analyze trends in findings, speech analytics data, and calibration outcomes to identify opportunities for continuous improvement.
  • Escalate emerging risk trends to Compliance leadership for assessment and action.
  • Maintain accurate documentation of testing activities, methodologies, and follow-up actions for audit and review purposes.
  • Use QA analytics insights to inform education content, coaching strategies, and program improvements.
  • Collaborate cross-functionally with Operations, Customer Service, and IT to support consistent quality assurance and compliance practices.

Requirements

  • 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.
  • Experience in a collection agency or financial services setting is preferred.
  • 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 quality monitoring tools.
  • Proficiency with standard business tools such as email, MS Word, Excel, and PowerPoint.
  • Excellent written and verbal communication skills.
  • Strong detail orientation, organizational skills, and analytical ability.
  • Creative problem-solving ability and adaptability to changing regulations and industry trends.
  • Professional certification in quality assurance and/or compliance is desirable.
  • Internal candidates must have no written warnings within the last 6 months and a proven record of monthly QA monitoring performance.

Benefits

  • Competitive compensation package.
  • 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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