Quality Assurance Analyst, Monitoring and Testing

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BHG Financial

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2001

💸 Finance

Finance

BHG Financial is a well-established financial services company dedicated to empowering professionals to take control of their finances. With over 20 years of experience, BHG Financial supports various industries that aim to make a positive impact. The company has cultivated a strong team culture and has won numerous awards, serving over 100,000 professionals across more than 30 states. BHG Financial is committed to maintaining its dynamic, growth-oriented culture while supporting nonprofit organizations through partnerships.

📋 Description

• 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.

🎯 Requirements

• 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