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