Quality Assurance Monitoring and Testing Analyst
CCMR3 · United States
- Hybrid
- Full-time
- $70,000 / year
- United States
Job highlights
- Monitor and test operational processes for compliance.
- Analyze data from speech analytics and QA evaluations.
- Report findings and recommend process improvements.
- Collaborate with teams for remediation planning.
- Ensure adherence to policies and regulations.
About the role
Job Overview
The Quality Assurance Monitoring & Testing Analyst is an essential figure in the Quality Assurance and Compliance department of CCMR3, ensuring high quality and regulatory compliance. The Monitoring & Testing Analyst is responsible for evaluating and testing operational processes to ensure adherence to internal policies, regulatory requirements, and industry standards. This role plays a critical part in the Quality Assurance team, helping to identify areas for improvement, assess risk, and drive operational excellence through consistent monitoring, testing and reporting, and collaborative Management Action Plans (MAPs).
What You'll Do
- 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.
What You'll Need
- 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.
- 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.
About CCMR3
In joining our team at CCMR3, you'll have the chance to make a real difference in people's lives while advancing your career in a supportive and rewarding environment. We are second to none with competitive compensation packages, comprehensive and continuous education, and opportunities for professional growth. If you're ready to join a company that values integrity, teamwork, and results-driven performance, apply today and embark on a fulfilling journey with us as we work together to help individuals navigate their financial challenges.
Benefits and Perks
- 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
Equal Opportunity Employer Statement
CCMR3 is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. CCMR3 is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
AI Usage in Hiring
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Key skills/competency
- Quality Assurance
- Compliance Monitoring
- Testing Analyst
- Speech Analytics
- Regulatory Adherence
- Risk Assessment
- Operational Excellence
- Process Improvement
- Data Analysis
- CCMR3 Quality Assurance
Skills & topics
- Quality Assurance Analyst
- Compliance
- Monitoring
- Testing
- Speech Analytics
- Regulatory Compliance
- Risk Management
- Debt Recovery
- Financial Services
- Operational Excellence
How to get hired
- Tailor your resume: Highlight experience in quality assurance, compliance, and speech analytics relevant to CCMR3's debt recovery focus.
- Showcase regulatory knowledge: Emphasize your understanding of federal and state laws and industry best practices.
- Demonstrate problem-solving: Use your resume and cover letter to detail instances of proactive compliance issue resolution.
- Prepare for interviews: Be ready to discuss your analytical skills and experience with quality monitoring tools.
- Research CCMR3: Understand their mission, values, and 'Rethink, Reimagine, and Recover' philosophy.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the typical career path for a Quality Assurance Monitoring and Testing Analyst at CCMR3?
- As a Quality Assurance Monitoring and Testing Analyst at CCMR3, you can grow into roles with increased responsibility in compliance, risk management, or team leadership within the Quality Assurance department. Opportunities may also exist to move into operational management roles where your deep understanding of processes and compliance is highly valued. CCMR3 is committed to professional growth and offers continuous education and training to support your career advancement.
- What are the key technologies used by the Quality Assurance Monitoring and Testing Analyst at CCMR3?
- The Quality Assurance Monitoring and Testing Analyst at CCMR3 will likely utilize speech analytics platforms, CRM systems, and various quality monitoring tools. Proficiency in general business software such as MS Word, Excel, and PowerPoint is also essential for reporting and analysis. Familiarity with these technologies is crucial for effectively performing monitoring, testing, and data analysis tasks.
- How does CCMR3 support professional development for its Quality Assurance team?
- CCMR3 is dedicated to the professional growth of its employees. For the Quality Assurance Monitoring and Testing Analyst role, this includes company-sponsored training and certification opportunities, as well as comprehensive and continuous education. This commitment ensures that the team stays updated on the latest industry best practices and regulatory changes.
- What is the importance of compliance and regulation in this Quality Assurance Analyst role at CCMR3?
- Compliance and regulatory adherence are paramount for the Quality Assurance Monitoring and Testing Analyst at CCMR3. This role is responsible for ensuring all operational processes align with internal policies, federal and state laws, and industry best practices within the debt recovery sector. Your work directly contributes to the company's integrity and legal standing.
- What kind of impact can a Quality Assurance Monitoring and Testing Analyst have at CCMR3?
- As a Quality Assurance Monitoring and Testing Analyst at CCMR3, you play a vital role in maintaining high standards of quality and regulatory compliance. Your work helps identify inefficiencies, assess risks, and drive operational excellence, ultimately contributing to the company's mission of changing the debt recovery industry through ethical practices and client satisfaction.
- What does CCMR3's 'Rethink, Reimagine, and Recover' philosophy mean for a Quality Assurance Analyst?
- CCMR3's 'Rethink, Reimagine, and Recover' philosophy encourages innovation and continuous improvement. For a Quality Assurance Monitoring and Testing Analyst, this means actively seeking opportunities to enhance testing methodologies, identify new risks, and propose evidence-based improvements to processes, aligning your role with the company's forward-thinking approach to debt recovery.