Quality Assurance & Control Analyst

Attain Finance•,

11d•$55,000 - $75,000•Hybrid

About The Position

The Quality Assurance & Control (QAC) Analyst supports the governance, effectiveness, and continuous improvement of Quality Assurance programs within Contact Center Operations. The role ensures customer interactions and operational processes meet business, regulatory, and customer experience standards. The QAC Analyst leads the use of speech analytics to monitor customer interactions at scale, combining interaction insights with call monitoring, process testing, and performance data to identify trends, assess operational and compliance risks, and develop actionable recommendations that improve quality and operational performance. The role also designs and builds data tracking and reporting in Five9 so interaction, quality, and compliance data is captured accurately and consistently. This role partners closely with Operations, Compliance, Training, Risk, Technology, and Leadership to strengthen quality programs and the customer experience.

Requirements

Bachelor's degree in Business Administration, Quality Management, Computer Science, Information Systems, Analytics, or a related discipline preferred.
Minimum 3 years of experience in Quality Assurance, Business Analysis, Contact Center Operations, Compliance Testing, Process Improvement, or a related field, including at least 2 years of hands-on experience with speech analytics and contact center platforms such as Five9.
Experience supporting quality monitoring, process testing, audit programs, operational controls, or similar quality functions.
Experience in a Contact Center environment within financial services, collections, or another regulated industry is preferred.
Demonstrated hands-on experience building data tracking and reporting in Five9, including call variables, dispositions, custom reports, and dashboards, is required.
Hands-on experience building and tuning queries in speech analytics platforms, such as Five9, CallMiner, or Prodigal, is required; experience with quality monitoring systems, customer interaction analytics, or related technologies is preferred.
Strong analytical, critical-thinking, and root-cause problem-solving skills.
Ability to interpret complex data and translate it into practical, actionable recommendations.
Strong understanding of Quality Assurance principles, including testing, monitoring, calibration, and continuous improvement.
Understanding of operational controls, compliance, and regulatory environments, including consumer collections regulations such as FDCPA, Regulation F, and TCPA.
Strong attention to detail and commitment to accuracy.
Advanced proficiency with speech analytics, including query building, category design, and accuracy validation, as well as call monitoring and customer interaction analysis.
Advanced Five9 configuration and reporting skills, including building call variables, dispositions, and custom reports.
Ability to analyze operational and performance data.
Proficiency with reporting, data analysis, and Microsoft Office tools.
Excellent written, verbal, and presentation skills, including explaining complex information to non-technical audiences.
Strong stakeholder management and cross-functional collaboration skills.
Ability to build relationships and influence without direct authority.
Strong project management and organizational skills.
Ability to manage multiple priorities and deadlines while working independently.

Nice To Haves

Experience in a Contact Center environment within financial services, collections, or another regulated industry is preferred.
experience with quality monitoring systems, customer interaction analytics, or related technologies is preferred.

Responsibilities

Review existing QA processes, workflows, and methodologies to identify opportunities to improve efficiency, consistency, and effectiveness.
Develop and maintain quality test plans, monitoring criteria, and validation methodologies.
Ensure quality monitoring and testing activities appropriately assess operational performance, regulatory and compliance requirements, customer experience, and process adherence.
Conduct quality reviews and analyze results to identify performance gaps, trends, and improvement opportunities.
Support calibration activities to promote consistent interpretation and application of quality standards across teams.
Serve as the subject matter expert and primary business owner for speech analytics and customer interaction monitoring programs.
Build, tune, and maintain speech analytics queries, libraries, tags, categories, and business rules in partnership with business stakeholders.
Validate query and category accuracy through ongoing sampling to reduce false positives and false negatives.
Design and maintain automated compliance monitoring for required disclosures and prohibited language (e.g., mini-Miranda, FDCPA, and Regulation F requirements).
Develop and support automated quality scoring to expand QA coverage beyond manual call sampling.
Analyze customer interactions, call monitoring results, quality data, and operational performance metrics to identify emerging trends and risks.
Analyze call drivers, customer sentiment, silence and talk-time patterns, and complaint indicators to identify customer experience opportunities and recommend improvements based on interaction and performance data.
Support platform administration, configuration, and user adoption of speech analytics tools across Operations, Compliance, and Training.
Design, build, and maintain data tracking in Five9, including call variables, dispositions, custom fields, and tags, to capture the interaction, quality, and compliance data needed for analysis.
Partner with Technology and Operations to configure Five9 campaigns, IVR flows, and agent scripts so required data points are captured consistently and accurately.
Translate complex data and analytical findings into clear, actionable recommendations for operational and senior leaders.
Develop and maintain recurring reports, dashboards, and performance summaries related to Quality Assurance and speech analytics outcomes.
Build and maintain custom reports and dashboards in Five9 to track quality, compliance, and operational performance metrics.
Monitor key quality, compliance, customer experience, and operational performance indicators.
Identify trends, emerging risks, and performance gaps requiring leadership attention.
Measure the effectiveness and impact of quality improvement initiatives and operational changes.
Maintain comprehensive documentation of QA methodologies, testing procedures, monitoring standards, process workflows, speech analytics query logic, and Five9 data definitions.
Partner with Training and Operations to communicate quality findings, emerging trends, process gaps, and recommended enhancements.
Support training initiatives related to quality standards, testing methodologies, speech analytics, and process changes.
Partner with Operations, Compliance, Training, Risk, Technology, and Leadership to support quality improvement initiatives.
Participate in business projects, system enhancements, testing activities, and process implementations that impact customer interactions and quality outcomes.
Build strong stakeholder relationships and facilitate alignment between business objectives and Quality Assurance requirements.