Quality Assurance Monitor

Continental Finance Company • Buffalo, NY

5d • $24 • Hybrid

About The Position

Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit.

The Quality Assurance Monitor is responsible for the review, monitoring, and analysis of our contact center vendor performance through real time call recordings and AI analytical platforms.

Requirements

• An associate degree required. Bachelor's degree preferred.
• A flexible, positive, and solutions-oriented mindset. This is a fast-paced environment that best suits individuals with the energy and willingness to tackle a variety of needs from our operations.
• Ability to largely self-manage your time and energy appropriately across a high volume of needs of varying complexity, urgency, and topics.
• Sense of ownership and responsibility towards troubleshooting issues and solutions with self-motivation to accept and complete tasks.
• Highly organized individual with strong attention to detail.
• Ability to communicate across a wide audience from operational end users, project stakeholders, and senior leaders.
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must have a high level of reason and analytical skills and the ability to be objective

Nice To Haves

• Prior banking or financial services experience is a plus but not required.
• Compliance Management experience preferred.
• Bilingual - ability to read, write and communicate effectively in both English and Spanish, preferred.

Responsibilities

• Assist with management and oversight of an AI-powered speech analytics platform that detects sentiment, themes, and topics from real-time call recordings and text transcripts.
• Actively provide insights and drive improvements to existing policies and processes based on observation, analysis of data, and strategic focuses.
• Work closely with team members to ensure contact center vendors uphold defined expectations.
• Contribute to a collaborative environment of continuous improvement and feedback by partnering closing with other operational departments.
• Contribute to creating call monitoring methodologies and ensuring compliance with industry standards.
• Oversee call monitoring activities and provide comprehensive reports on data and trends to the facility management team.
• Engage in calibration sessions to maintain consistency in vendor evaluations.

Benefits

• CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)
• Competitive compensation and benefits in an exciting, fast-paced business casual environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees